AccountId: 011433970860
ContactId: ef433105-1f9a-48d0-882c-45fe149374ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268100 ms
Total Talk Time (AGENT): 139153 ms
Total Talk Time (CUSTOMER): 85227 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/ef433105-1f9a-48d0-882c-45fe149374ef_20250605T20:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII], my name is [PII], and I'm with the provider. I wanted to go ahead and check eligibility for a patient.
[AGENT][NEUTRAL] OK. And did you say your name is uh [PII] or [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], and you're needing to check eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And what is the uh policy number for the member?
[CUSTOMER][NEUTRAL] 02273439.
[AGENT][NEUTRAL] Thank you, one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I add the pen already, but I'll have him bring the new one.
[AGENT][NEUTRAL] OK, and this is for dental policy, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, dental, mhm.
[AGENT][NEUTRAL] OK, so yes ma'am, I can help you with this, and for our dental policies for the benefits, we have fax backs that would have the benefits information on there that I'll be happy to send to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's fine. You can I have the patient here waiting. You can just tell me if it she just acted on the policy?
[AGENT][NEUTRAL] All right, so first off,
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Uh, yes, ma'am. I'll be able to provide that in.
[CUSTOMER][NEUTRAL] Because I already got the breakdown mhm.
[AGENT][NEUTRAL] Oh, I'm sorry. I thought you needed benefits. You only needed, OK, so if you receive the benefit, OK.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] OK, so any information that I provide 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] Yes. Her name, it will be [PII] with the date of birth, [PII].
[CUSTOMER][NEUTRAL] [PII], did she still acted on the policy? Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna check that for you. One moment.
[AGENT][NEUTRAL] OK, so I do show she is a dependent on this policy. And yes, ma'am, she is still actively covered uh with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, do you see a termination date for her?
[AGENT][NEUTRAL] No, ma'am, I do not.
[CUSTOMER][NEUTRAL] No? OK. And then is the family deductible being met?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He hit his shoulder.
[AGENT][NEUTRAL] Uh, no, ma'am. It has not been.
[CUSTOMER][NEUTRAL] So the family deductible has not been met?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, that's what I wanted to know. Thank you.
[AGENT][POSITIVE] OK, well, you're certainly very welcome. Is there anything else that I can help you with?
[CUSTOMER][POSITIVE] That was it thank you.
[AGENT][NEUTRAL] OK, well then thank you again and one last thing [PII], I do wanna give you um you may already have this, but in case you don't, if you will submit a claim to APL for review once the claim has been processed, we do have a portal in which you should be able to check claim status and the website that you would go to for that is located at secured.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. No, I didn't know that, that you had a website. Mhm.
[AGENT][NEUTRAL] Yeah, yes ma'am. Uh-huh, we do, and that's again, that would be for checking claim status. But if you were, you know, when you
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If for any reason you're not able to access what you're looking for online, then obviously you can also call us, but again that is now currently for claim status.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, sounds good thank you mhm.
[AGENT][POSITIVE] OK. All right. Well, you're very welcome and thank you again for calling APL. I hope you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh