AccountId: 011433970860
ContactId: eb9673cc-51be-47ec-8a7a-7724ca4ad22a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291359 ms
Total Talk Time (AGENT): 120412 ms
Total Talk Time (CUSTOMER): 127094 ms
Interruptions: 3
Overall Sentiment: AGENT=2.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/eb9673cc-51be-47ec-8a7a-7724ca4ad22a_20250528T14:17_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, good morning, [PII]. I was just wanting to verify eligibility for a patient, please.
[AGENT][NEUTRAL] OK. Uh, you're needing eligibility only, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII] calling from Crescent Hill Dental Care.
[AGENT][NEUTRAL] OK, [PII], you don't need a fax back. You're just needing to verify if it's active or not. Is that correct?
[CUSTOMER][NEUTRAL] Um, if we could get a fax back that would be great, but just for the quickness of it I could just get a verbal.
[CUSTOMER][NEUTRAL] Confirmation of eligibility because the patient's coming in tomorrow.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, uh, I can send you a fax back as well. And what is a good callback number for you please, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It is 02466103.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Liberty
[CUSTOMER][NEUTRAL] So I don't
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Tell you what, what I'll do is then.
[CUSTOMER][NEUTRAL] do you want us to put you on for like late June?
[CUSTOMER][NEUTRAL] Just add something.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I think as long as it's within, you know, sometime this year.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] We always like to wait.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] What I'll do, um
[AGENT][NEUTRAL] And any information that I did 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] OK.
[CUSTOMER][NEUTRAL] It's [PII], uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Just the whole
[CUSTOMER][NEUTRAL] If you yeah and then I can just follow up.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep, I'll, uh, I'll just reach back out to you once we get back.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And I'll write
[AGENT][NEUTRAL] OK, so again, any information provided will be a verification of benefits and not a guarantee of payment. I do show that he is the subscriber on this dental policy, [PII], and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, and do you need the fax number to send me a fax back? OK, it's [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Please, I do, yes, ma'am.
[AGENT][NEUTRAL] And does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEGATIVE] Not necessary.
[AGENT][NEUTRAL] Alright, well, give me just a second for that to load.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And again that fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I have just sent that to you and then if you all end up filing a claim with us for him, [PII], once the claim has been processed by us, we do have a portal in which you should be able to check claim status and the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] There is uh there is someone else's.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, she was, she thought that.
[CUSTOMER][POSITIVE] And that's secured. What is it? I'm sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, so that's [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Alrighty thank you so much, [PII] I appreciate it.
[AGENT][POSITIVE] All right. Well, you, you're certainly very welcome and is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, I think that'll do it. I appreciate it.
[AGENT][POSITIVE] Well, you're certainly welcome. And thank you again for calling APO. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.