AccountId: 011433970860
ContactId: ae9a1af2-f07f-4c81-ad34-3f1229daa756
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342200 ms
Total Talk Time (AGENT): 168232 ms
Total Talk Time (CUSTOMER): 59802 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/ae9a1af2-f07f-4c81-ad34-3f1229daa756_20250218T20:17_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] I'm just trying to check for eligibility on 2 patients that we have coming in today.
[AGENT][NEUTRAL] OK, you're needing eligibility only and not benefit information, is that correct for 2 patients?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] I can take the benefits to both.
[AGENT][POSITIVE] OK, yes ma'am, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and [PII], you will use my name that I gave you along with today's date if you need a call reference number for our call today and also any information that I provide for you on these two patients will be a verification of benefits and not a guarantee of payment. So what is your first patient's policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, 246-910-8.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Are both of these policies dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for our dental policies, [PII], we have fax facts of the benefits that I will send to you and anything not on the fact that means it would not be covered under their policy.
[AGENT][NEUTRAL] So first off, if you could please verify your patient's name and date of birth on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] So I do say she is a dependent on this policy and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And will, um, the facts need to have your attention on it or is that not necessary?
[CUSTOMER][NEUTRAL] That's not necessary. I'll get it.
[AGENT][NEUTRAL] OK. OK. All right. So give me just a moment.
[AGENT][NEUTRAL] And what is a good fax number for you please, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm just gonna repeat this back to make sure I heard it correctly. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then once um for both of these policies once a claim has been filed with APL [PII], I don't know if you already are aware of this, but we do have a portal in which you should be able to check claim status and have access to our EOB and our portal website is secured.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on secure [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, make sure there's a D on secured. It's secured with a D on it. Uh-huh. [PII].
[CUSTOMER][POSITIVE] OK, secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And was there any other information you needed on this number?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that fax back for her has been sent, so provided there's not any technical issue, you should be receiving that, um, you know, very soon. And what is your next patient's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, same 12.
[AGENT][NEUTRAL] Oh, OK, well, let me.
[CUSTOMER][NEUTRAL] 469.
[AGENT][NEUTRAL] Let me pull that back up then.
[CUSTOMER][NEUTRAL] It's just her sibling.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your other patient's name and date of birth?
[CUSTOMER][NEUTRAL] A [PII] date of birth is um [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, so she's also covered same effective date and I will send you her fax back. So give me just a moment.
[CUSTOMER][NEUTRAL] today.
[AGENT][NEUTRAL] OK, so I have also sent the fax back for her to you as well.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Well, you are certainly very welcome and is there anything else, [PII] I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Yes, ma'am. Thank you. Bye-bye.