AccountId: 011433970860
ContactId: d64397ac-7099-4932-9bde-31585c089b03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278399 ms
Total Talk Time (AGENT): 120029 ms
Total Talk Time (CUSTOMER): 46636 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/d64397ac-7099-4932-9bde-31585c089b03_20250123T13:48_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] Hi, um, I'm calling from a dental office for a mutual patient to verify dental eligibility.
[AGENT][NEUTRAL] OK, you're only meeting eligibility and not a fax back of the benefits, is that correct?
[CUSTOMER][NEUTRAL] Um, a fax back and the details for Ortho.
[AGENT][NEUTRAL] OK, so you're needing benefit, you do need benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Mhm yes.
[AGENT][NEUTRAL] In [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, Montero.
[CUSTOMER][NEUTRAL] 02536226
[AGENT][NEUTRAL] OK, thank you. One moment while I get the member's information pulled up please.
[AGENT][NEUTRAL] And any information that I could provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I do see that she is the spouse on this dental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And give me a moment to get the facts information pulled up on this plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I can send you the fax back um for her material. It will have anything that's not on this fax back means it would not be covered under her plan and also so is not covered and it does state that on here.
[CUSTOMER][NEUTRAL] OK, um, can I please have your.
[AGENT][NEUTRAL] OK. And what is your
[AGENT][NEUTRAL] OK. Do you still want her benefit information?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is your fax number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so one moment.
[AGENT][NEUTRAL] Will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, you said that your fax number, I'm just gonna repeat it to make sure I heard it correct. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I have just sent that to you and then if you all file a claim with APL material once it has been processed, we also have a portal in which you should be able to check claim status and that portal for us is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, can I have your name and the reference number?
[AGENT][NEUTRAL] Again, my name is [PII], and my name and today's date would be your call reference number.
[CUSTOMER][POSITIVE] OK, thank you so much and you have a wonderful day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I hope you have a wonderful day too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yeah