AccountId: 011433970860
ContactId: e42304bc-802d-4056-892b-8a9cd7a24acf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290119 ms
Total Talk Time (AGENT): 112137 ms
Total Talk Time (CUSTOMER): 85082 ms
Interruptions: 2
Overall Sentiment: AGENT=2.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/e42304bc-802d-4056-892b-8a9cd7a24acf_20250512T14:34_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 [PII], my name is [PII], and I'm with a dental provider. I'm trying to verify a patient's dental insurance coverage.
[AGENT][NEUTRAL] OK, [PII], so you're needing to verify eligibility. Do you also need to fax back of their benefits?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][POSITIVE] OK, yes, ma'am. I can help you with both. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Um, I have 613-023.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] Oh, I'm on the phone with them.
[CUSTOMER][POSITIVE] It it connected me as soon as I requested it.
[CUSTOMER][NEUTRAL] She's actually
[CUSTOMER][NEUTRAL] It connected her when she.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and again, any information that's provided for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] This [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just loading up her facts bag, just one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I do show that Ms. [PII] is a subscriber on this dental policy, [PII], and it is active effective [PII].
[AGENT][NEUTRAL] And what is a good fax number that I can send her benefits to you at?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And will this need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's not necessary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did want to find out though if she's applied anything to her max or deductible for this calendar year.
[AGENT][POSITIVE] I can check that as soon as I send you this, I'll be happy to look.
[CUSTOMER][NEUTRAL] Yeah sure.
[CUSTOMER][NEUTRAL] They scheduled an appointment for you this afternoon uh with Doctor [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] And how would you tell me that you're having some throbbing pain.
[CUSTOMER][NEUTRAL] Um, are you also having like
[CUSTOMER][NEUTRAL] Or can you kind of tell me.
[AGENT][NEUTRAL] OK, so again, the fax number is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] OK, and as of now I do not see that she has used any benefits for this calendar year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright well I appreciate your help.
[AGENT][POSITIVE] Well, you are certainly very welcome. And so is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] I think that will be all.
[AGENT][NEUTRAL] OK, and one last thing I did wanna give you [PII] is our portal website so that if you all file a claim with us once it's been processed.
[AGENT][NEUTRAL] Excuse me, you should be able to check claim status in our portal.
[AGENT][NEUTRAL] And the website for that is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was gonna ask.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right sounds good well thank you so much.
[AGENT][POSITIVE] OK, all right. Well, you're very welcome. So again, if that is all I can help you with, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Yes ma'am thank you bye bye.