AccountId: 011433970860
ContactId: 9b3e44d3-107b-4d47-b841-85eeccc8aa92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227440 ms
Total Talk Time (AGENT): 99385 ms
Total Talk Time (CUSTOMER): 57666 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/9b3e44d3-107b-4d47-b841-85eeccc8aa92_20250424T17:21_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, my name's [PII] and I was just calling to verify um eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], you only need eligibility information, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And one, please?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What is your callback number?
[CUSTOMER][NEUTRAL] Do you need the um
[CUSTOMER][NEUTRAL] Uh huh [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] I, uh, I have subscriber social. I have [PII].
[AGENT][NEUTRAL] 446-900-704
[CUSTOMER][NEUTRAL] 446-900-704
[AGENT][NEUTRAL] 90
[AGENT][NEUTRAL] OK, but you said that was a social. So it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mhm, yes ma'am.
[AGENT][NEUTRAL] What type of policy are you calling about?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And are you going to need a fax back of benefits or are you strictly just needing eligibility?
[CUSTOMER][NEUTRAL] So I have a fax back on file from last year so I was just checking to make sure she was still active.
[AGENT][NEUTRAL] OK, sure, so yes ma'am, I can help you with that, and any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII] and then [PII]'s date of birth is going to be [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do, um, show that she is a dependent on this dental policy and yes ma'am, it is active. This policy has an effective date of [PII].
[CUSTOMER][POSITIVE] OK, thank you so much ma'am I appreciate your help.
[AGENT][NEUTRAL] Well, you're very welcome and [PII], you may already have this information, but if you all end up filing a claim with us, we do have a portal that you should be able to check claim status in once the claim has been processed, and the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, ma'am. I appreciate your help.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, you, yes, ma'am, you're very welcome. And can I help you?
[CUSTOMER][POSITIVE] Uh, no, that was it. Thank you so much.
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling APL. I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.