AccountId: 011433970860
ContactId: 9c6f10fa-01b3-4960-a8ca-7bea4cdddcc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403269 ms
Total Talk Time (AGENT): 169385 ms
Total Talk Time (CUSTOMER): 64908 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/9c6f10fa-01b3-4960-a8ca-7bea4cdddcc5_20250403T12:29_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] Good morning [PII]. I was just calling to check um active coverage for a patient.
[AGENT][NEUTRAL] OK, you're just needing to verify eligibility. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. Who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK, thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] 712,400.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I didn't need
[AGENT][NEUTRAL] And this is for dental coverage?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is a subscriber on this dental policy and yes, ma'am, it is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], if you all will be filing a claim with us for this member, we now have a portal that once we have processed the claim, you should be able to check claim status in.
[AGENT][NEUTRAL] And our
[AGENT][NEUTRAL] The website is located at secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Oh, you're breaking up.
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] The the call is breaking up I.
[AGENT][POSITIVE] OK, again, the portal website is secured.
[AGENT][NEUTRAL] OK. Did you get the effective date? Yes, ma'am. I'm sorry. There's something going on with this.
[CUSTOMER][NEGATIVE] Yeah it's breaking up.
[AGENT][NEUTRAL] Can you hear me, [PII]? I'm sorry, there's something going on with apparently my phone. I don't know.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I've gotten bits and pieces of it.
[AGENT][NEUTRAL] You're the first
[CUSTOMER][NEUTRAL] Is there any way that is there any way that you can fax me um.
[AGENT][POSITIVE] OK, I'm so sorry about that. So the
[CUSTOMER][NEGATIVE] Uh oh no.
[AGENT][NEUTRAL] A fax back? You're needing a fax back?
[CUSTOMER][POSITIVE] Yes, if I can get that please.
[AGENT][NEUTRAL] OK, yes, and give me just one moment.
[AGENT][NEUTRAL] To get that information pulled up.
[AGENT][NEUTRAL] Just a moment while this information is still loading for me, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK [PII], and since you were having trouble while this is still loading, um, since you were having trouble hearing me, we have our portal now in which once a claim has been processed, you should be able to check claim status in and that website is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] What was that [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. So again, it's.
[CUSTOMER][POSITIVE] [PII] OK.
[AGENT][NEUTRAL] Cured. [PII]. Yes ma'am. And what is a good fax number [PII] that I can send this to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Again, that is [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, well I have just sent that to you so providing there's not any technical issues, you should be receiving.
[AGENT][POSITIVE] And within just uh the next several minutes.
[CUSTOMER][POSITIVE] Thank you so much you have a great day.
[AGENT][NEUTRAL] Are you able
[AGENT][NEUTRAL] Well, you too, [PII], is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope that you have a very nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.