AccountId: 011433970860
ContactId: 97d0f30d-ced2-42f4-8b3b-6efa523c8a23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394739 ms
Total Talk Time (AGENT): 173127 ms
Total Talk Time (CUSTOMER): 93931 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/97d0f30d-ced2-42f4-8b3b-6efa523c8a23_20250428T15:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling in regards um of a patient from a dental office to get eligibility in the fax back if possible.
[AGENT][NEUTRAL] OK, so you're calling on a dental policy and you're needing eligibility and a fax back, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 01152206.
[AGENT][POSITIVE] OK, thank you. So if you'll give me just a couple of moments for you to get uh some of the member's information pulled up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And can you any information that is provided today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this dental policy, [PII]?
[AGENT][NEUTRAL] And you're saying this policy is active with an effective date of [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much. Has anything changed on the policy?
[AGENT][NEUTRAL] Uh, no, ma'am, as far as his calendar year deductible and all of that benefit, no, there's not been any changes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much. And then what is the most recent history?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] For what specific code?
[CUSTOMER][NEUTRAL] Um, any preventative.
[AGENT][NEUTRAL] I would need to give for you to give me some codes in order to be able to check history.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No worries, it's 0120, 0220, 0230.
[AGENT][NEUTRAL] All right. We'll have to.
[AGENT][NEUTRAL] OK. You, you'll need to, um,
[AGENT][NEUTRAL] OK. What was the last code?
[CUSTOMER][NEUTRAL] Um, it was for X-rays, 0230 and 0220.
[AGENT][NEUTRAL] 02
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so give me a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0 120. The last day of service was 11-2624.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And 0220.
[AGENT][NEUTRAL] 11:26, 24.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And 2:30.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] 1126 24.
[CUSTOMER][NEUTRAL] Like a morning or afternoon?
[AGENT][NEUTRAL] Do you, oh, you're welcome. And do you still need a fax fax sent or if you already have one? OK, so one moment then.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's perfect. Alright, we'll see you May the [PII].
[CUSTOMER][NEUTRAL] Have
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] And this is for [PII], correct? I just want to make double sure. OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] No worries. Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And what is the fax number that you would like this fax fax sent to [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Um, no, that's not necessary.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and again that fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. Alright, so I have just sent that to you so provided there's not any type of issue, you should be receiving that very soon and [PII], do you have our portal website where you should be able to check claim status once a claim has been processed by us?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, not at the moment.
[AGENT][NEUTRAL] OK, well let me give you that website that you should be able to check claim status if you all end up filing a claim and that website is secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that was all. Thank you so much. May I get your name one more time and a reference number?
[AGENT][NEUTRAL] Well you
[AGENT][NEUTRAL] My name and today's date will be your call reference number and again my name is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII] have a good rest of your day.
[AGENT][POSITIVE] All right. Well, I hope you do too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.