AccountId: 011433970860
ContactId: fe99a596-87eb-44e6-9735-ac776a2b4c1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472290 ms
Total Talk Time (AGENT): 195964 ms
Total Talk Time (CUSTOMER): 104900 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/fe99a596-87eb-44e6-9735-ac776a2b4c1e_20250325T20:39_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 [PII], this is [PII] calling from Doctor Vinson Family Dentistry. I just need to verify if the patient is eligible.
[AGENT][NEUTRAL] OK, [PII], you're just needing to verify if a member has active coverage or not. You're not needing a fact like of benefits. OK. Yes, ma'am, I can, or do you need that as well?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][POSITIVE] Um, I mean I can take one, that's no problem.
[AGENT][NEUTRAL] OK, um, and what is a good callback number? I'm so sorry, [PII], what was that?
[CUSTOMER][NEUTRAL] And scan it into their car.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] 989-974-878
[AGENT][NEUTRAL] OK, now that's not an A, an American Public Life policy number.
[CUSTOMER][NEUTRAL] Can I say that card one more time?
[CUSTOMER][NEUTRAL] D43.
[AGENT][NEUTRAL] Do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So it's D433-02273?
[CUSTOMER][NEUTRAL] Does that pull it up?
[AGENT][NEUTRAL] Did you say, oh but.
[AGENT][NEUTRAL] Well, let's
[AGENT][NEUTRAL] You said 433-02273?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you're gonna have to bear with me um [PII], I'm so sorry, but one of, one of my screens has has shut down completely so just a moment please.
[CUSTOMER][NEUTRAL] You what?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] to
[CUSTOMER][NEUTRAL] Grandma went to the store. She says she's.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's, I'm gonna have to see if I can.
[AGENT][NEUTRAL] Some work and you, OK.
[AGENT][NEUTRAL] And that's what's on the dental ID card?
[CUSTOMER][NEUTRAL] So is that the medical card?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No. If you're, you're needing dental, is that correct? Dental information?
[CUSTOMER][NEUTRAL] Yes, OK, I have a different one.
[AGENT][NEUTRAL] Yes, ma'am. I need the dental information.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] OK, and again, I'll be any information provided will be a verification of benefits and not a guarantee of payment. What is your patience and their date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show she is a dependent on this dental policy and this I'm sorry, hold on.
[CUSTOMER][NEUTRAL] OK, so has she used any benefits this year?
[AGENT][NEUTRAL] OK. [PII], is [PII] a male?
[AGENT][NEUTRAL] Is [PII] a male or a female?
[CUSTOMER][NEUTRAL] Female.
[CUSTOMER][NEUTRAL] Female.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] His enrollment or the enrollment for her shows as a male. The information we received says that the insured needs to reach out.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] To his enrollment company to get that correct, the child with that date of birth is on this policy.
[AGENT][NEUTRAL] And again, this policy is active with an effective date of.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm very sorry, give me just a second, [PII], because
[AGENT][NEGATIVE] I've also lost this screen.
[AGENT][NEUTRAL] OK, and there have not been, um, there has not been any benefits used on this plan for her?
[CUSTOMER][NEUTRAL] So the $500 maximum and a $50 deductible?
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] And I'm gonna send you this back so that you'll have her information.
[CUSTOMER][NEUTRAL] And is the patient eligible for.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is the patient eligible for right wings?
[AGENT][NEUTRAL] There is no
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Tree on file for this member.
[CUSTOMER][NEUTRAL] OK, and I'll just let mom know that she needs to call.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Actually, uh, I believe it's gonna be the father. I believe it's in the father's name, and they would need to con he would need to contact.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, benefits in a card who he enrolled with so that they can get that corrected and then it would be electronically transmitted to us. We can't change that directly.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'll let them know.
[AGENT][NEUTRAL] And do you want me to go in Shelby and send you, oh, thank you for that. Send you this fax back.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] Alright, what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] No ma'am, it's not necessary.
[AGENT][NEUTRAL] OK, so I'm just gonna repeat fax number back to you then [PII].
[AGENT][POSITIVE] Is that correct? All right, well I have just sent that to you so provided there's not any type of technical glitch, you should be receiving that very shortly.
[CUSTOMER][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome and is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well then thank you for calling APL and I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.