AccountId: 011433970860
ContactId: dc13d97c-7bb6-4dc8-a82a-6fc42d04db3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 608969 ms
Total Talk Time (AGENT): 233257 ms
Total Talk Time (CUSTOMER): 186293 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/dc13d97c-7bb6-4dc8-a82a-6fc42d04db3d_20250326T14:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling A APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get eligibility information.
[AGENT][NEUTRAL] OK, you're needing to get eligibility information, is that correct for a member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII] from Dentures and Dental for Smiles, Doctor Gordon Wa's office.
[AGENT][NEUTRAL] OK, [PII], and what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 02588023
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and 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 date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I think my phone is doing something. OK, so [PII] and her date of birth is, give me one second. I get up here.
[AGENT][NEUTRAL] Yes, ma'am. Go ahead.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you. And I'm so sorry, did you say you needed eligibility and benefits or just eligibility?
[CUSTOMER][NEUTRAL] Eligibility I have just a couple of codes and then if I could get her max.
[CUSTOMER][NEUTRAL] Remaining.
[AGENT][NEUTRAL] OK, and we do have a fax back as well that I can send you for her plan, [PII], that has all the information on there. I mean, I can check the history for codes, but everything else um would be on the fax back as far as what is covered under her plan and her max and deductible.
[CUSTOMER][POSITIVE] I will check you in. OK, we'll be with you shortly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That sounds great.
[AGENT][NEUTRAL] If you would like for me to send that, I can.
[CUSTOMER][POSITIVE] Yes, that would be good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] Yes and she is the subscriber on this policy and it is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For PO
[AGENT][NEUTRAL] And one moment.
[AGENT][NEUTRAL] OK, and so what information do you need before I pull up her fax back to send that to you?
[CUSTOMER][NEUTRAL] I just, OK, I was just making sure she's eligible for the code 2330.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, there is no history on file for that. Give me a moment to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Look to pull her full policy information her second.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Well yeah she just keeps pretty much.
[CUSTOMER][NEUTRAL] She said she didn't know she doesn't know what she had at the.
[AGENT][NEGATIVE] Well, bear with me just and it's not wanting them for me. Just one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I'm gonna give her
[CUSTOMER][NEUTRAL] account.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We, we will see.
[CUSTOMER][NEUTRAL] Do you want her to pay in full?
[CUSTOMER][NEUTRAL] see
[AGENT][POSITIVE] I appreciate your patience and I do apologize about the delay.
[CUSTOMER][POSITIVE] Oh, no problem, you are fine. You're so nice.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Oh, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I just don't know why. Hm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let me check her insurance
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And then I uh
[CUSTOMER][NEUTRAL] See if she has any
[CUSTOMER][NEUTRAL] Keep
[AGENT][NEUTRAL] There we go.
[AGENT][NEUTRAL] I just think about it a minute.
[AGENT][NEUTRAL] I think. Well, no, I'm still thinking.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Yeah, oh my goodness.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] And the code was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we do not have any history on file for her for that.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and then there was one more code.
[AGENT][NEUTRAL] OK, and then
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You know if it's.
[CUSTOMER][NEUTRAL] As difficult to look up as the other one was. I can just wait for the fax if that's.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah. That's OK. And there is, yes, there's no history on that at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let's see, as of now for this calendar year, just one moment.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I don't know where I got.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, what's the phone number?
[AGENT][NEUTRAL] OK, so as of now she has used $129 of her calendar year maximum.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has a remaining 371.
[AGENT][NEUTRAL] And her $50 deductible is also remaining.
[CUSTOMER][NEUTRAL] 37
[AGENT][NEUTRAL] To be met. Mhm.
[CUSTOMER][NEUTRAL] It's still remaining. OK.
[AGENT][POSITIVE] Correct. Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, and what is a good fax number that I can send this over to you, [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary because I sit right beside it, so I just grab it right off.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Hopefully anyway, uh, let's see.
[CUSTOMER][POSITIVE] Yes, exactly.
[AGENT][NEUTRAL] And I'm just gonna repeat this back to you. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, well, I have just sent that to you, so provided there is not any type of technical mishap, you should be receiving that very shortly.
[CUSTOMER][POSITIVE] All right great thanks so much.
[AGENT][POSITIVE] And one last thing for you're welcome, [PII] and thank you again for your patience and just one additional thing if you all do end up filing a claim with APL for her we have a portal that you should be able to check claim status and once it has been processed.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our portal website is [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and I missed the first part. It blanked out, so I got [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, the first word is secured.
[CUSTOMER][POSITIVE] [PII] OK.
[AGENT][NEUTRAL] Mhm [PII]. [PII].
[CUSTOMER][POSITIVE] Perfect awesome.
[CUSTOMER][POSITIVE] OK, well thank you for all of your information and help.
[AGENT][NEUTRAL] OK. Well, is there anything else like today?
[CUSTOMER][POSITIVE] No, I think that will do it thanks so much.
[AGENT][NEUTRAL] Well, you are certainly very.
[AGENT][POSITIVE] Well, you're welcome. And again, thank you for calling APL. I hope you have a great day, [PII].
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.