AccountId: 011433970860
ContactId: f1f121db-04aa-4014-886d-5a22a43aa2a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303940 ms
Total Talk Time (AGENT): 129346 ms
Total Talk Time (CUSTOMER): 48653 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/f1f121db-04aa-4014-886d-5a22a43aa2a8_20250529T19:09_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Park Crest Dental Group. I'm calling to verify eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] OK, [PII], so you're needing to verify eligibility and then get benefit information on a dental policy, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Yes, ma'am, I can help you with those things, and [PII], for our dental policies, we have facts facts of the benefits that I'll be happy to send to you.
[AGENT][NEUTRAL] But first off, what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] I have 739004.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 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 date of birth, please, [PII]?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do show she is the spouse of the subscriber on this policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you will give me just a moment to get her fax that pulled up so that I can send that to you with her benefit information on it.
[CUSTOMER][NEUTRAL] OK, will that have what she has remaining for her benefit year?
[AGENT][POSITIVE] I can check, I can check that for you.
[AGENT][POSITIVE] Once I get the facts, I'll be happy to check for the any accumulation for this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so as of now um for this calendar year she has not used any of her benefits or met any of the deductibles.
[CUSTOMER][NEUTRAL] OK, and then I can I ask you, I'm showing she's $1000 max, is that still correct?
[AGENT][POSITIVE] Yes ma'am, that is correct and that information will also be on your fax back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good fax number for you please, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And will the fax need to have your name on it, or is that not necessary?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I don't believe it's necessary.
[AGENT][NEUTRAL] And again, your fax number is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, so I have just sent that to you so provided there's not any type of technical mishap, you should be receiving that very soon, and [PII], if you won't end up filing a claim with us for her once the claim has been processed, we do have a portal in which you should be able to check her claim status and the website that you would go to for that is secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] I believe that's it thank you so much.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL. I hope you have a very nice rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.