AccountId: 011433970860
ContactId: 97f04522-902f-4098-a09e-58b634c980e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298700 ms
Total Talk Time (AGENT): 124050 ms
Total Talk Time (CUSTOMER): 131798 ms
Interruptions: 5
Overall Sentiment: AGENT=1.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/97f04522-902f-4098-a09e-58b634c980e8_20250506T13:07_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from a provider's office. I'm needing to verify eligibility.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] 007.
[CUSTOMER][NEUTRAL] 11495.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] when
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] where.
[AGENT][NEUTRAL] And any information that is provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][POSITIVE] I'm so sorry. Give me just a second. I'm just gonna wait, wait, wait. OK, good, thank you.
[CUSTOMER][NEUTRAL] [PII] and then her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're good, OK.
[CUSTOMER][NEUTRAL] Can do.
[CUSTOMER][NEUTRAL] B
[CUSTOMER][POSITIVE] Because it can right yeah.
[CUSTOMER][NEUTRAL] I don't either because I don't, the spectrum guy was I went down the road and the spectrum guy was working on this, so I was like.
[AGENT][NEUTRAL] OK, so I do show she is the uh excuse me, the subscriber on this dental and this is for dental that you're just needing eligibility?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And yes, the policy is active, effective [PII].
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Perfect. Would you be able to give me her sorry.
[AGENT][NEUTRAL] And then if you will.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Oh no, you're fine. I was just wondering about her deductible and her max allowance.
[AGENT][NEUTRAL] Yes, would you like for me to send you a fax back with that information on it?
[CUSTOMER][NEUTRAL] I used to work at a bank
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, so just a moment.
[CUSTOMER][NEUTRAL] We can only give them $25.
[CUSTOMER][NEUTRAL] You know, because that's the maximum.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Let me get that pulled up for you. One moment.
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, we look forward to seeing you then. Yes, ma'am, you can let us know, OK, thanks. Have a good day.
[CUSTOMER][POSITIVE] Yeah I got it.
[AGENT][NEUTRAL] It's just, it takes a moment to load it.
[CUSTOMER][POSITIVE] Um, no problem.
[AGENT][NEUTRAL] Will it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] Uh, that's not necessary. You don't have to.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And what is a good fax number for you, please, so that I can send this to you?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I'm just gonna repeat that back. [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Do you want me to be
[AGENT][NEUTRAL] Is that correct? All right. Well, I have, OK. Well, I have just sent that to you. So provided there's not any type of technical mishap, you should be receiving that very soon, [PII]. Um,
[CUSTOMER][POSITIVE] Yes ma'am, yeah, it's great.
[CUSTOMER][NEUTRAL] I have that
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Once if you all end up filing a claim for her with us, once it has been processed, we do have a portal that you should be able to check claim status in and the website [PII] for our portal is located at [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII] OK perfect thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] All the things
[CUSTOMER][NEUTRAL] No, ma'am, that is everything.
[AGENT][POSITIVE] OK, well then thank you for calling ATL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.