AccountId: 011433970860
ContactId: 97573c1b-9073-4b92-afd3-73037da1a477
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264230 ms
Total Talk Time (AGENT): 128553 ms
Total Talk Time (CUSTOMER): 73265 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/97573c1b-9073-4b92-afd3-73037da1a477_20250522T16:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a dental office, and I just need to get a breakdown of a patient's dental benefits and make sure they're eligible for appointment today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you're needing a fax back sent to you on a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] [PII], yes, ma'am, I can help you with that. And what is your good callback number for you please?
[CUSTOMER][NEUTRAL] It's [PII] and there's no extension.
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] 02606647. I think that's what it says.
[AGENT][NEUTRAL] OK thank you one moment. OK, we'll see let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] His name is [PII] and his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show again and again any information provided will be a verification of benefits and not a guarantee of payment. So I do show that he is the subscriber on this dental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we um what is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEGATIVE] And while this information is loading, there is also no history on file at this time for this member, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, what about tomorrow?
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] I am, yes ma'am.
[AGENT][NEUTRAL] Did you hear what I said though about there was no history on file?
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, no history on that. Do you know what his maximum is?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's gonna be on the fax like as well at $750 per calendar year with a $50 deductible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, you said your fax number is [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I have just sent that to you and then if you will end up filing a claim with APO for him once the claim has been processed by us, we do have a portal that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that website is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes ma'am, that is correct, [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] yes
[AGENT][POSITIVE] And that fax back has been sent to you so provided there's not any type of mishaps you should be receiving that very soon.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] Well, you're very welcome. And is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] No that's it.
[AGENT][POSITIVE] OK, well then, thank you for calling APO [PII] and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.