AccountId: 011433970860
ContactId: c1424b83-a4b8-4dc0-bd48-1dabadca3fc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363619 ms
Total Talk Time (AGENT): 157638 ms
Total Talk Time (CUSTOMER): 105506 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/c1424b83-a4b8-4dc0-bd48-1dabadca3fc1_20250527T14:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, [PII], I am calling from provider's office, um, actually an orthodontist, a dental provider, and, um, mom has given me a card thinking that there may be some coverage on it for her, so I'm not familiar with your, your company or these policies, so.
[CUSTOMER][NEUTRAL] We'll see what we have here.
[AGENT][NEUTRAL] OK, so you're wanting to verify eligibility and benefits as far as orthodontics phone number?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, yes, ma'am, and I, I can help you with this, and then on our dental policies we do have fax backs of the benefits on the member's plan that I'll be happy to send to you.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well this one says med link with benefit assignment, so is there gonna be dental on it?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Now, that is not a, a med, you said Medin?
[CUSTOMER][NEUTRAL] Yeah, the card that I have is Medlink with benefit assignment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's a supplement.
[AGENT][NEUTRAL] That's a supplemental medical policy.
[CUSTOMER][NEUTRAL] OK, so there's not gonna be dental with this one.
[AGENT][NEUTRAL] Now, I'll be happy to pull that member's information up to verify everything if you would like, but I can tell you that is a supplemental medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yeah, well if you want to just pull up just so I can say we did check anyway that'd be great.
[AGENT][NEUTRAL] All right. Sure. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is my name is [PII].
[AGENT][NEUTRAL] All right, [PII], thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number?
[AGENT][NEUTRAL] All that meddling. Yeah. Uh-huh. Go ahead.
[CUSTOMER][NEUTRAL] It is 02 02334370.
[AGENT][NEUTRAL] All right, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], I apologize about the delay. Our system is moving slowly at the moment. They're in the process of looking at it. So, um, so any information provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The patient's going to be a dependent [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, but
[AGENT][NEUTRAL] I hope our system speeds up soon, [PII], because otherwise it's gonna be a very long day.
[CUSTOMER][MIXED] I know, I know, I know, well, it's ours was last week. Ours was lagging. We had some Internet issues last week and all of our stuff is, of course, voice over Internet and everything else, and we had all kinds of fun last week.
[AGENT][NEUTRAL] Very long day.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm. Mhm. Oh yeah, I know you did. It's, it's always, um, it's always fun with, yeah, it's always fun. So, OK. So I do show that [PII] is a dependent on this supplemental policy. Now, on this supplemental policy, dental is, there are no benefits for dental unless um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For as far as dental or vision services for this policy, including treatment, surgery, anything, the only two times that it would be considered would be as if it was resulting from an accident occurring while the covered person's coverage is enforced and performed within 12 months of such an accident.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or if it was due to a congenital disease or anomaly of a covered newborn.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that was all I needed to know. Alright, thank you.
[AGENT][NEUTRAL] All right. Well, is there any, if that is a, oh, I'm sorry, and now there's a little bit of a lag in the call, so.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh well that's OK.
[AGENT][POSITIVE] OK, well, that's all I can help you with this morning, [PII]. Thank you again for calling APL. Thank you for your patience and I hope you have a very nice day.
[CUSTOMER][POSITIVE] But um that is all I needed.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] You too, thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] All right, uh huh bye bye.
[CUSTOMER][NEUTRAL] Mhm.