AccountId: 011433970860
ContactId: ee724145-e227-4ffb-902f-ad3f7c619d39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346899 ms
Total Talk Time (AGENT): 156938 ms
Total Talk Time (CUSTOMER): 111491 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/ee724145-e227-4ffb-902f-ad3f7c619d39_20250305T18:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from, uh, Doctor, uh, Raymond, uh, Albert Raymond's dental office. I'm calling to verify dental coverage.
[AGENT][NEUTRAL] OK, you're needing to verify dental benefits and eligibility, is that correct? Yes, I can help you with that. And on our dental policies, we have fax backs of the benefits that I will send to you that will have all of the information on there for the member also. So first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes, yes, uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the member's policy number please [PII].
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Uh, 00, like I see it, 02599, 0 wait a minute.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 345.
[AGENT][NEUTRAL] So that was 02599345?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, and 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, please, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that Mr. [PII] is the subscriber on this general policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just one moment, [PII] to get his um facts back of benefits pulled up.
[CUSTOMER][NEUTRAL] Uh, is it certain provider? Do I need to give you my tax ID number and everything?
[AGENT][NEUTRAL] I don't, no, ma'am, because this is not a network plan, they may choose any provider, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, OK, yes ma'am.
[AGENT][NEUTRAL] OK, OK, so one moment please.
[AGENT][NEUTRAL] OK, and what is a good fax number for you, please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The same as your phone number?
[CUSTOMER][NEUTRAL] I mean, I'm sorry, I'm sorry. [PII].
[AGENT][NEUTRAL] That's the phone number you gave me.
[AGENT][NEUTRAL] [PII] is the fax.
[CUSTOMER][NEUTRAL] Mhm, [PII].
[AGENT][NEUTRAL] OK, does it
[AGENT][NEUTRAL] OK, thank you. And does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] No, uh uh, not necessarily mm mm.
[AGENT][NEUTRAL] OK, so give me just a moment.
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] OK, and I'm just gonna repeat the facts one more time. 901332-0806.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I have just sent that to you and anything that is not on the fax that [PII] means it would not be covered under this member's plan and if you all do 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 and the portal website is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] In my [PII].
[AGENT][POSITIVE] [PII].
[CUSTOMER][POSITIVE] Wait a minute, I can't wait a minute.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Secured a [PII].
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] That's uh
[AGENT][NEUTRAL] That's our portal website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, who am I speaking with again?
[AGENT][NEUTRAL] Again, my name is [PII] and you would use my name in today's date if you need a call reference number. Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, that's it, uh, and it tell us about that's what I mean for as missing two claws and all that, uh.
[AGENT][NEUTRAL] Oh, that's it? OK.
[AGENT][NEUTRAL] Yes, ma'am. That information is on the fax back. Mhm.
[CUSTOMER][NEUTRAL] to be on that on the fax too.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, well I'll look for that thanks. If any more questions, I'll give you a call back.
[AGENT][POSITIVE] Absolutely, give us a call. We'll be more than happy to help you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you alright thank you.
[AGENT][POSITIVE] Yes, ma'am, and thank you. You're welcome and thank you again for calling APL. Have a great afternoon.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh huh, same to you bye bye.
[AGENT][POSITIVE] Bye bye. Thank you.