AccountId: 011433970860
ContactId: c42c8b0d-2f0a-4fda-ae70-1bf3b08ba755
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353440 ms
Total Talk Time (AGENT): 87502 ms
Total Talk Time (CUSTOMER): 129936 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/c42c8b0d-2f0a-4fda-ae70-1bf3b08ba755_20250122T19:56_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from [PII]. I'd like to just verify eligibility for a patient.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, let me get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, policy number, I have, I guess it's their social, which is [PII].
[AGENT][NEUTRAL] OK, no one's coming up under that social. I could try to look them up by name and date of birth.
[CUSTOMER][NEUTRAL] OK, um, uh, subscriber's name is [PII]
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And one moment, I'm waiting on my system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And please verify the date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And you said the first name was [PII] Last name [PII], [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and please verify the date of birth one more time.
[CUSTOMER][NEUTRAL] Uh, that was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No one's coming up with that name and date of birth. Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is it possible if I can try the actual patient?
[CUSTOMER][NEUTRAL] I was giving you the subscriber's information. I'm not sure if the patient will come up, um, so his last name is [PII] as well.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I can try.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And from is [PII], that's [PII]
[CUSTOMER][NEUTRAL] And date of birth is gonna be [PII].
[AGENT][NEUTRAL] No, ma'am. The patient's not coming up either. I apologize. Um, on the card, do you see where it says certificate number?
[CUSTOMER][NEUTRAL] No that's
[CUSTOMER][NEUTRAL] Um, he didn't give me his card, but he gave me one more, um.
[CUSTOMER][NEUTRAL] Uh, detail where he said it's the member ID. Hopefully that's the policy number. That number is 019.
[CUSTOMER][NEUTRAL] 05662.
[AGENT][NEUTRAL] OK, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is gonna be [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. That's the policy number. And just let me advise you the verification of coverage does not guarantee payment of claims. And you said this is for dental benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually, I'm only showing one policy coming up in our system and this is for medical, actually for secondary um gap insurance. Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, so there's no dental coverage on this plan, it's just medical?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] OK perfect thank you so much. Uh, is it possible to get the reference number for our call today as well as the spelling of your name?
[AGENT][NEUTRAL] Um, yes, the reference number is my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help, Miss [PII]. Hope you have a great rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you goodbye.