AccountId: 011433970860
ContactId: bb5da846-42a4-442f-9fbd-d3a84a28ceca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265739 ms
Total Talk Time (AGENT): 120467 ms
Total Talk Time (CUSTOMER): 56692 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/bb5da846-42a4-442f-9fbd-d3a84a28ceca_20250519T14:01_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from Dental Associates and I need to verify eligibility and check benefits for patients please.
[AGENT][NEUTRAL] And you, OK, so you're needing eligibility and benefits on a dental policy, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And on our dental policies, we have facts backs of the benefits that I will send to you. OK. So first off, oh, you're welcome. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] That would be fine.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII] I'm calling from Dental Associates.
[AGENT][POSITIVE] Thank.
[AGENT][POSITIVE] OK, thank you. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 02434275
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information like that that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and like, again, any information provided will be a verification of benefits and not a guarantee of payment. So I do show that he is the subscriber on this general policy and it is active with an effective date of [PII].
[AGENT][POSITIVE] And give me a moment to get his facts that pulled up for you and I'll be happy to send that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] And you can go ahead while that's loading and give me your fax number.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And will the vaccine to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Um, it's not necessary, but, um, if you wanna just put [PII] on there, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and again, I'm just gonna repeat your fax number back to you. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And like if you all end up filing a claim with APL for this member, once the claim has been processed, we do have a portal in which you should be able to check claim status for him and the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK great thank you very very much.
[AGENT][POSITIVE] OK, so I have, oh, you're very welcome. So I have just sent that to you. Is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] No, that was it. I appreciate you you have a nice day.
[AGENT][NEUTRAL] Well
[AGENT][POSITIVE] Well, I hope you have a nice day as well, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.