AccountId: 011433970860
ContactId: e33ada6b-a46c-4652-bc1f-6abd8dc2d1a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269109 ms
Total Talk Time (AGENT): 121682 ms
Total Talk Time (CUSTOMER): 72608 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/e33ada6b-a46c-4652-bc1f-6abd8dc2d1a3_20250116T19:05_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Nocare Dental to get you eligibility and benefit details of my patient. Could you please help me with that?
[AGENT][NEUTRAL] OK, did you say that your name is [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] OK, [PII], and you're needing eligibility and dental benefit information on a member, is that correct?
[CUSTOMER][NEUTRAL] Yes, uh, I need only the eligibility details.
[AGENT][NEUTRAL] OK, so, uh, because for our benefits, if you're needing benefits on this number, we send fax backs of the benefits.
[AGENT][NEUTRAL] For the member's plan that I can send to you, but yes, I can help you with only eligibility.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your callback number, please, [PII]?
[CUSTOMER][NEUTRAL] So the callback number would be [PII].
[AGENT][POSITIVE] Thank you. And the policy number, please?
[CUSTOMER][NEUTRAL] Sure. The patient's policy number would be?
[CUSTOMER][NEUTRAL] 02051955.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII], excuse me, [PII], 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] Patient's name would be [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so I do show that she is the spouse of the subscriber on this policy, and this dental plan is active, [PII], with an effective date of [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. And can I please get
[AGENT][POSITIVE] Yes, sir, you're very welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And there is no history on file for this member.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh no, I don't need all those details uh just the group number and the group name.
[AGENT][NEUTRAL] OK. So the group number for this policy is going to be 14585.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the name is Universal.
[AGENT][NEUTRAL] Trucking
[AGENT][NEUTRAL] Anderson.
[AGENT][NEUTRAL] Van
[CUSTOMER][NEUTRAL] OK, it's universal tracking and it's in van, right?
[AGENT][NEUTRAL] Yes, the full name is Universal Trucking Anderson Van. Mhm.
[CUSTOMER][NEUTRAL] Thank you. And just to confirm, the subscription for the policy would be [PII] date of birth [PII], right?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what the date of birth, I'm sorry, what was the date of birth again for him?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, sir. That is correct. He is the he is the subscriber.
[CUSTOMER][NEUTRAL] OK, thank you so much and so that's it for the day. Now can I please get the reference number for the car?
[AGENT][NEUTRAL] Uh yes sir and one additional thing, [PII], uh, if a claim is filed with APO once it has been processed, we do have a portal in which claim status can be checked and our website that you would go to to register is secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the reference number for today's call?
[CUSTOMER][POSITIVE] Thank you so much for the information.
[AGENT][POSITIVE] Yes, sir, you're welcome. You would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] Yes, sir. You too, and thank you again for calling APL [PII].