AccountId: 011433970860
ContactId: fefabccf-2b98-4131-9b24-eb37adf73b80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127919 ms
Total Talk Time (AGENT): 67097 ms
Total Talk Time (CUSTOMER): 56863 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/fefabccf-2b98-4131-9b24-eb37adf73b80_20250506T14:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Central Texas Dental Care, and I'm trying to verify benefits for patients to see if I can get a fact back of those benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the benefits and the facts back. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And the policy number I have is
[CUSTOMER][NEUTRAL] 02396589
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Take care
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And hold on one moment, is this.
[AGENT][NEUTRAL] All right, so on the fax back, you'll see the calendar year max, deductible, all the percentages, waiting periods, frequencies, all the ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this claim, um, or on the form, it wouldn't be, um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Covered OK.
[AGENT][NEUTRAL] Covered by the, sorry, you throw me off. I'm sorry. Um, so what's a good fax number for you?
[CUSTOMER][NEUTRAL] That's OK, that's OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. And I'll go ahead and fax the fax back over to you now, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, can you tell me if uh we are in or out of network or if there's a, you know, is there a network that they have to follow?
[AGENT][NEUTRAL] Um, no, this policy isn't on the network.
[CUSTOMER][POSITIVE] OK, so they can go so there's OK alright thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.