AccountId: 011433970860
ContactId: d8409939-b977-4a6c-82d7-a3dc2e8aa5a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314420 ms
Total Talk Time (AGENT): 134661 ms
Total Talk Time (CUSTOMER): 118848 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/d8409939-b977-4a6c-82d7-a3dc2e8aa5a5_20250415T14:22_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] Hey this is [PII] calling from Solomon Family Dentistry. How are you doing?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] Good, I was calling um I need to, yes, I need to verify a patient's eligibility with you.
[AGENT][NEUTRAL] How can I help you?
[AGENT][NEUTRAL] OK, you're just needing to verify if the policy is active or not, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] Yes, there's 500 and then 2594516.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes ma'am, and what was your name again? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] What is that?
[AGENT][NEUTRAL] OK, [PII], so any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] Last name is [PII] and then date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. So I do see that he is the subscriber on this on this dental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And do you also need a fax back of benefits for him, or were you just needing eligibility?
[CUSTOMER][NEUTRAL] OK and then do you have like a.
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] OK, so you do need a fax back?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, ma'am, please.
[AGENT][NEUTRAL] OK, so just a moment for me to get that information pulled up.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And San and [PII], does this facts need to be put to your attention or is that not necessary?
[CUSTOMER][POSITIVE] Yeah, you can put my name on there please ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Tomorrow
[CUSTOMER][NEUTRAL] Did you have a Thursday um at [PII] on Friday at [PII]
[AGENT][NEUTRAL] And what is a good fax number for you, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, got it. I just.
[AGENT][NEUTRAL] OK, so again, that is [PII].
[CUSTOMER][POSITIVE] Yes ma'am and really quick um go ahead sorry.
[AGENT][NEUTRAL] Is that correct? OK.
[AGENT][NEUTRAL] No, go ahead with your question.
[CUSTOMER][NEUTRAL] Do you show a group number on that plan by chance?
[AGENT][NEUTRAL] Yes, it's 70056.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK thank you ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then [PII] also if you will end up filing a claim with APL once we have processed the claim, we do have a portal in which you should be able to check the claim status and our portal website is located at secured.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am, sorry, we, we do have the website, but um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I think we're like locked out of it or something so that's why I'm calling you this morning I apologize.
[AGENT][NEUTRAL] No, that's OK because you wouldn't be able to check eligibility in the portal that is strictly for claim status.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alrighty and then do you have a good reference number for this call?
[AGENT][NEUTRAL] All right, and there is
[AGENT][NEUTRAL] Uh yes ma'am, you would use my name that I gave you along with today's date and then also we do not have any history on file for him.
[CUSTOMER][POSITIVE] OK perfect sounds good well I do appreciate your help, Miss [PII]. You have a good day.
[AGENT][POSITIVE] Good morning you. Oh, well, thank you, [PII]. I hope you do too. Is there anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] No ma'am that'll be it.
[AGENT][POSITIVE] OK. Well, again, thank you for calling APL and I hope you have a very nice day.
[CUSTOMER][POSITIVE] Thank you you too bye now.
[AGENT][POSITIVE] You're welcome. Bye-bye.