AccountId: 011433970860
ContactId: b9cb63a3-6ee1-4948-b316-90c7ea13bed4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336000 ms
Total Talk Time (AGENT): 165803 ms
Total Talk Time (CUSTOMER): 102043 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/b9cb63a3-6ee1-4948-b316-90c7ea13bed4_20250310T17:37_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] Hey [PII], my name is [PII]. I'm calling from a dental office. How are you?
[AGENT][POSITIVE] I'm good [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm doing good um I was just calling to verify. OK, I was just calling to verify dental benefits for a member.
[AGENT][POSITIVE] Yeah, I can help you.
[AGENT][NEUTRAL] OK. Um, you're needing to verify dental benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, [PII], I can help you with that. And [PII], for our dental policies, we have fax backs of the members plan information that I'll be happy to send to you and everything would be on that fax back as far as any, what's covered, OK? Um, so first off, what is a good callback number for you?
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][POSITIVE] Yeah, that's great.
[CUSTOMER][NEUTRAL] It would be [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Their number is 02567186.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] your name
[CUSTOMER][NEUTRAL] They probably but they're all.
[AGENT][NEUTRAL] And [PII], how do you spell your name? Do you spell it with a [PII] or [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and again, any information, [PII] that I provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, so the name, the last name is [PII], the first name is [PII]. Do I need to spell that for you?
[AGENT][NEUTRAL] Uh, go ahead.
[CUSTOMER][NEUTRAL] OK, so I have [PII]
[AGENT][NEUTRAL] OK, now, that is not how her enrollment information is or on her ID card.
[CUSTOMER][NEUTRAL] I got a lot of.
[CUSTOMER][NEUTRAL] But so whatever day you.
[CUSTOMER][NEUTRAL] I was about to say I don't know if I spelled that right, um, the date of birth, yeah, the date of birth I have it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. So the date of birth and the last name matches, spell the first name of how you have it again.
[CUSTOMER][NEUTRAL] Uh, so this is just what I heard over the phone, so it might not be correct, but I've got [PII]
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Now, in our system, it's T A Q [PII] Z [PII]
[CUSTOMER][POSITIVE] And that actually makes a lot more sense, OK.
[AGENT][NEUTRAL] OK. Um, and that is what will be on the fax back that I will send to you. So give me just a moment.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] So you've never been here before
[AGENT][POSITIVE] And I do show she is the subscriber on this dental plan and it is active, effective [PII].
[CUSTOMER][NEUTRAL] You don't have
[AGENT][NEUTRAL] And we do not have any history on file for her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On this policy?
[AGENT][NEUTRAL] And what is a good fax number, [PII], that I can send this to?
[CUSTOMER][NEUTRAL] 252-737.
[CUSTOMER][NEUTRAL] 7188.
[AGENT][NEUTRAL] OK, thank you. Now, will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary for that one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2 full weeks
[CUSTOMER][NEUTRAL] New
[CUSTOMER][NEUTRAL] Well, it depends on what day you want.
[CUSTOMER][NEGATIVE] come on
[AGENT][NEUTRAL] OK, and again that fax number is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, well, I have just sent that to you so provided there's not any type of technical uh misfortune, you should be receiving that within just the next several minutes.
[CUSTOMER][POSITIVE] All right, that would be great.
[AGENT][NEUTRAL] OK, and then one additional piece of information for you, [PII], if you all end up filing a claim with APL once we have processed it, we do have a portal in which you should be able to check claim status in.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And that portal website is secured. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] And then again, anything that is not on the fax back means it would not be covered under her policy.
[CUSTOMER][POSITIVE] OK, that sounds fantastic.
[AGENT][NEUTRAL] OK. Well, that's, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's all I needed.
[AGENT][POSITIVE] Well, you, OK, so thank you again for calling APL [PII], I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Great thank you you as well take care.
[AGENT][POSITIVE] Yes, ma'am. Thank you. You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.