AccountId: 011433970860
ContactId: f17558c9-9499-45ff-b2c3-8771118b9534
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521289 ms
Total Talk Time (AGENT): 148319 ms
Total Talk Time (CUSTOMER): 216734 ms
Interruptions: 8
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f17558c9-9499-45ff-b2c3-8771118b9534_20250421T19:53_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I just need to verify dental benefits.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Can I please get your callback number just in case the call is disconnected and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, Hernandez Family Dental and the callback number here is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. Patient here is [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, the policy number here is, oh, I do apologize, hold on a second.
[AGENT][POSITIVE] It's OK. Take your time.
[CUSTOMER][NEUTRAL] Um, no, I'm sorry. I didn't have the ID number. Could you do a name search?
[AGENT][NEUTRAL] We can do name search or if you have the social I can pull it up by social and they'll pull in the policy for us.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I have only here the group number.
[AGENT][NEUTRAL] OK, what is the group number?
[CUSTOMER][NEUTRAL] 80,130.
[AGENT][NEUTRAL] OK, and can you spell the members are the patients first and.
[AGENT][NEUTRAL] Last name for me first.
[CUSTOMER][NEUTRAL] Sure. Sure. The first name here is, OK, the first name spelled [PII], and the last name is [PII]
[AGENT][NEUTRAL] And it's the policy holder's name.
[AGENT][NEUTRAL] Can you spell that for me please?
[CUSTOMER][NEUTRAL] [PII], yes, the policy holder here is, the first name is [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me try to find her real quick.
[CUSTOMER][POSITIVE] Sure, yes, that's right.
[AGENT][NEUTRAL] 938. OK, thank you. I'm gonna try to find her real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Just just a moment while the computer searches.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have [PII]'s um
[AGENT][NEUTRAL] Address and state that she lives in?
[CUSTOMER][NEUTRAL] Yes, can you confirm, um, no, I don't have, I have only here the group number.
[AGENT][NEUTRAL] Cause I have
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Let me keep looking.
[CUSTOMER][POSITIVE] Perfect, um, how about for the payer ID?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] How about for a cat?
[AGENT][NEUTRAL] OK, it's gonna be just a minute while it pulls in for me.
[AGENT][NEUTRAL] It's a big group.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Um, can you spell it out for me, please, since you are, um, having it in now.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Perfect, thank you. um, for the benefits period is the calendar year?
[CUSTOMER][POSITIVE] Perfect. And is this an in network or out of network register?
[AGENT][POSITIVE] OK, I think I have found her. Yes, ma'am, I'm here. I think I have found her.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][POSITIVE] Amazing, thank you. And what is the annual maximum?
[AGENT][NEUTRAL] OK, let's look.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, show that [PII] is a covered member under this policy, but I don't show coverage for [PII].
[CUSTOMER][NEUTRAL] So there is no annual maximum hold on.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] Your
[CUSTOMER][NEUTRAL] Your voice is cutting in and out. I'm so sorry.
[AGENT][NEGATIVE] OK, let me fix that.
[CUSTOMER][NEGATIVE] So, um, there is no amount to use as well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No deductible and no or net, right? No more user net. Yes, it's OK. I'm sorry, the, yes, I'm still here. I just want to make sure um.
[AGENT][NEUTRAL] Alright, can you hear me better?
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] OK. Yes, can you hear?
[AGENT][NEUTRAL] OK, I do show that the policy does cover [PII], but I do not find [PII] covered under this policy.
[CUSTOMER][NEUTRAL] So there is, there is no.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] So [PII] is not listed under [PII]'s plan, right?
[AGENT][POSITIVE] Correct, and I can give you the policy number.
[CUSTOMER][NEUTRAL] Thank you. Hold on a second.
[AGENT][NEUTRAL] Yes ma'am, the policy number is 6, yes ma'am.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Yes ma'am, um, the policy, let me keep looking here real quick. Yeah, the only policy that she has with us is not a dental policy.
[CUSTOMER][NEUTRAL] Oh no, that's fine.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] To uh with it in that.
[AGENT][NEUTRAL] And it's only in her name.
[AGENT][NEUTRAL] She has a medical gap insurance, but that's all that she has with us, yes.
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, for the, for, but for [PII] is not.
[AGENT][NEUTRAL] That group number 80,130.
[CUSTOMER][NEUTRAL] OK, yes, for [PII], only for medical, right? Not for dental, but for [PII] is not listed. [PII] here is not found. OK. Thank you so much. Your name?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] Mean preventive and not.
[CUSTOMER][POSITIVE] Thank you, reference number please.
[AGENT][POSITIVE] You're very welcome. Yes, you can use um my name and today's date.
[CUSTOMER][POSITIVE] Sure, thank you so much for assisting me and have a great day. Bye. Thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day too. Is that everything I can help you with?
[CUSTOMER][NEUTRAL] Hang on
[CUSTOMER][POSITIVE] You too sir. No, thank you so much bye.
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Bye-bye. Thanks for calling APL.