AccountId: 011433970860
ContactId: ab366331-7731-4592-8783-242b258f8efe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277760 ms
Total Talk Time (AGENT): 134992 ms
Total Talk Time (CUSTOMER): 78623 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/ab366331-7731-4592-8783-242b258f8efe_20250403T18:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from a dental provider's office. I'm trying to verify dental benefits and get history.
[AGENT][POSITIVE] OK, and I'm so sorry. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Will you spell your name for me, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. I have an extension of [PII].
[AGENT][NEUTRAL] Thank you. And you said that you were needing to get eligibility and benefits on a dental policy, was that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, I can help you with that and [PII], on our dental policies we have facts, facts of the benefits that I will send to you that will list out all of the covered services for the type of plan the member has. Um, what is your patient? I can help you with the history. What is the um patient's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will it have history?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 02451076.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and [PII], any information that I provide 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] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so I do show that he is a dependent on this dental plan. It is active with an effective date of [PII].
[AGENT][NEGATIVE] And there is no history on file for him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your claims, how are we to submit the claims?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] They can be submitted electronically, mailed, or faxed, and that information is all on the fax back that I'm going to send you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The answer is no longer.
[CUSTOMER][NEUTRAL] I've been going and OK so.
[AGENT][NEUTRAL] And will the facts that [PII] need to be put to your attention or is that not necessary? It doesn't? OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] But you
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I didn't know that
[AGENT][NEUTRAL] Alright, so just one moment while that's loading.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] you know.
[AGENT][NEUTRAL] And what is a good fax number for you, please?
[CUSTOMER][NEUTRAL] this
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back.
[AGENT][NEUTRAL] Um, it is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, so that has been faxed, so you should be receiving that within the next several minutes.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Provided that there's not any technical issue on it going through and then [PII] if you all end up filing a claim with us for him once we have processed the claim, we do have a portal in which you should be able to check claim status and our website for the portal is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK alright well thank you for your time.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with today?
[CUSTOMER][NEGATIVE] No, no, no thank you.
[AGENT][POSITIVE] OK. All right, [PII]. Well, thank you again for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] You the same.
[AGENT][POSITIVE] Yes, ma'am. Thank