AccountId: 011433970860
ContactId: e28a6923-aa4a-4dbf-9a4e-1229b387597d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235130 ms
Total Talk Time (AGENT): 71773 ms
Total Talk Time (CUSTOMER): 50159 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/e28a6923-aa4a-4dbf-9a4e-1229b387597d_20250217T21:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Jefferson Dental. How are you doing today?
[AGENT][NEUTRAL] I'm fine, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] So I'm calling to verify the eligibility and benefits for the patient. So could you please help me with that?
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility and benefit information, is that correct? And this is on a dental policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I can verify eligibility for you, [PII], and then I will send you the fax that that includes all of the members' benefit information.
[AGENT][NEUTRAL] And first off, [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, thank you and the member's policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 020137.
[CUSTOMER][NEUTRAL] 30.
[AGENT][NEUTRAL] OK, [PII], thank you, one moment please while I get the member's information pulled up.
[AGENT][NEUTRAL] OK, and [PII], 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] Just a moment.
[AGENT][NEUTRAL] Hello. Is there anyone still there?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I didn't hear you. I asked you some information and I did not hear your response.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So, yeah, I have a quote, uh, so what is the effective date of the policy?
[AGENT][NEUTRAL] Uh, OK. First off, I need for you to give me the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, the patient name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. This policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. And uh so this patient is a subscriber for this policy?
[AGENT][NEUTRAL] I'm sorry, the patient is the subscriber? Is that what you asked?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Uh, so I have here, uh, uh, is, uh, could you please provide me the, uh, individual deductibles, family deductibles and yearly maximum?
[AGENT][NEUTRAL] Yes, sir, all of that information is on the fax back. What is a good fax number that I can send this to you, [PII]?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.