AccountId: 011433970860
ContactId: ffe4a258-c725-483a-9adf-8e29db22f909
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232559 ms
Total Talk Time (AGENT): 115963 ms
Total Talk Time (CUSTOMER): 69186 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/ffe4a258-c725-483a-9adf-8e29db22f909_20250115T13:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I just need to check eligibility for a patient, please.
[AGENT][NEUTRAL] Uh oh, it's really hard to hear you. Let me see if I can turn my phone up. I, I couldn't hear you. Hold on, I'm gonna try to turn my phone up.
[CUSTOMER][NEUTRAL] I just
[AGENT][NEUTRAL] Can you try that one more time? Yes.
[CUSTOMER][NEUTRAL] Can you hear me now?
[CUSTOMER][NEUTRAL] OK, I just need to check eligibility for a patient please.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and phone number is [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 069588803
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, do you have the member's APL card available like their ID card?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, um, because that actually is not an APL policy number, but I can still search. Do you have a, like maybe the social or I can search by the first and last name?
[CUSTOMER][NEUTRAL] Let me see so I have to search.
[CUSTOMER][NEUTRAL] Um, social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, that's the social. OK, hold on one moment. Oh, it's OK. You're fine.
[CUSTOMER][NEUTRAL] That, yeah, sorry, yes, sorry, I just realized that.
[AGENT][POSITIVE] That's no problem at all. Hold on one moment.
[CUSTOMER][NEUTRAL] We have that as the ID number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um what is the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And this is for um his dental policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah it is. Hold on one moment.
[AGENT][NEUTRAL] And thank you so much for verifying and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Alright, do you do a fax of, um, like a dental breakdown or?
[AGENT][NEUTRAL] Um, yes, I can fax you over a fax back if you like. Um, let me get their policy. Hold on one moment and then I'll get the fax number from you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So on the fax back you'll see the calendar year max, deductible, all of the percentages, waiting periods, frequencies, um, exclusions, limitations, 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 list, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][NEUTRAL] You're welcome. And what's a good fax number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do I need to put attention, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'll go ahead and fax this over to you now. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye bye.