AccountId: 011433970860
ContactId: ed61032a-42dd-4b0d-a5cc-19fe4deb2d07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201139 ms
Total Talk Time (AGENT): 96178 ms
Total Talk Time (CUSTOMER): 43302 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/ed61032a-42dd-4b0d-a5cc-19fe4deb2d07_20250110T19:49_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, good afternoon, my name is [PII]. I just want to check the patient's, um, dental, uh, eligibility.
[AGENT][POSITIVE] OK, I'm so sorry. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK [PII] and you're only needing to verify if the policy is active, you do not need benefit information, is that correct?
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][POSITIVE] Oh yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] It's 02477580.
[AGENT][POSITIVE] Thank you, one moment please, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information that I do provide for you today, [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] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, [PII], so I do see that she is the subscriber on this dental plan and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] And is there any history for this year?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] For this calendar year? No, ma'am, not as of now, there is not.
[CUSTOMER][POSITIVE] OK, thank you so much that I yeah.
[AGENT][NEUTRAL] And yes ma'am.
[AGENT][NEUTRAL] And last thing [PII], if you do file a claim with APL once the claim has been processed by our company, you can access the explanation of benefits from our portal by going to [PII].
[CUSTOMER][NEUTRAL] Wait, can you repeat that?
[AGENT][NEUTRAL] Uh-huh. Our website for the portal is secured.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, well, you're very welcome. So is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all I need. Thank you so much.
[AGENT][POSITIVE] Oh, well, you're certainly very welcome and thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] I