AccountId: 011433970860
ContactId: e9c62aa2-32a4-4992-8103-2c536521078e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237550 ms
Total Talk Time (AGENT): 113153 ms
Total Talk Time (CUSTOMER): 41929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/e9c62aa2-32a4-4992-8103-2c536521078e_20250225T13:14_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] Good morning. My name is [PII]. I'm calling from Neighborhood Dental. I was just calling to get eligibility for a patient, please.
[AGENT][NEUTRAL] OK, [PII], are you also going to need a fax back of benefits or just eligibility?
[CUSTOMER][POSITIVE] Oh, if you have a fax back, that'd be amazing, please.
[AGENT][POSITIVE] Uh yes, ma'am, we do. So first off, [PII], what is a good, I can help you with those things. I need a good callback number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] 982-370
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, [PII], any information that I do provide for you today 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] [PII] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that he is the subscriber on this dental policy and it is active, [PII], with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Just one moment for me to get his uh fax information, his fax that pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And does the facts need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] That's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good fax number that I can send this to, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And again, I'm just gonna repeat it back. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I have just sent that to you and anything that is not on the fax back means it would not be covered under his policy?
[AGENT][NEUTRAL] And [PII], once you all, if you all if you all file a claim with APL once we have processed the claim, we do have a portal that you should be able to check claim status in.
[AGENT][NEUTRAL] And you can go to our website which is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's just for claims, not for eligibility, correct?
[AGENT][NEUTRAL] That is correct, yes ma'am. Uh-huh. Once the claim has been processed, you should be able to access it um there.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Well, thank you so much, [PII]. I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else, [PII], that I can help you with today?
[CUSTOMER][POSITIVE] No, I think that's it for today. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Yes ma'am, thank you as well.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.