AccountId: 011433970860
ContactId: a3cc46ac-0bb0-4469-a17d-f28746e99141
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251539 ms
Total Talk Time (AGENT): 133909 ms
Total Talk Time (CUSTOMER): 74544 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/a3cc46ac-0bb0-4469-a17d-f28746e99141_20250402T17:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII], my name is [PII]. I'm calling from Premier Periodonics, and we were just hoping to get uh like a verification of benefits for a patient. Um, this is a new plan for us and don't know much about it.
[AGENT][NEUTRAL] OK, did you say that your name is [PII]? Is that correct? OK, and you're needing to verify eligibility and get a fax back of benefits for a member for one of the dental policies.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yes, that.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][POSITIVE] Yes ma'am, I can help you with those things, and [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the member's policy number, please?
[CUSTOMER][NEGATIVE] It is 00 shoot this card does not have it on there.
[CUSTOMER][NEUTRAL] Uh, group member plan.
[CUSTOMER][NEGATIVE] It doesn't give me a policy number on his insurance card.
[AGENT][NEUTRAL] And it does say American Public Life Insurance?
[CUSTOMER][NEUTRAL] It does. It says it's the Medin select group med supplement.
[AGENT][NEUTRAL] OK, so that is a medical supplement plan, not a dental policy?
[CUSTOMER][NEUTRAL] Oh, OK, I wonder, um, are you able to look him up by name to see if he has dental because his wife seems to, to swear that there's dental on this plan.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] On the policy on that ID card, Chanel, you may see an in-hospital or an outpatient certificate number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that um you can give me either one of those for me to pull up this number's information.
[CUSTOMER][NEUTRAL] Yeah it's 02605420 M as in Mary, L as in Lima 7.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and any information that I do provide 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] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So just one moment, I'm still loading some of my information for me.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I can see that he is this excuse me, the subscriber on this limited benefit supplemental medical policy. Now, on this particular policy, as I explained, it does not cover dental services. The only time, um, dental could be considered under here if it was resulting from an accident covered.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Excuse me, an accident occurring while the covered person's coverage is enforced and it performed within 12 months of the date of such an accident or the only other, um, would be if it was due to a congenital disease or anomaly of a covered newborn child. Now this, he does not have any other type of coverage with APL other than this one policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So he may want to reach out to his HR department to determine who his dental coverage would be through.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you so much for checking that for me.
[AGENT][POSITIVE] Well, you are certainly so welcome. And is there anything else that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that was it.
[AGENT][POSITIVE] OK, well then thank you again for calling APO and I hope that you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Yes ma'am, thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK