AccountId: 011433970860
ContactId: 0122ee3c-8a06-46e9-b2d8-be96435e6536
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443859 ms
Total Talk Time (AGENT): 176645 ms
Total Talk Time (CUSTOMER): 131664 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/0122ee3c-8a06-46e9-b2d8-be96435e6536_20250108T18:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], this is [PII] at Robert Rock DDS.
[CUSTOMER][NEUTRAL] I was needing to verify continued coverage for a couple of patients and also get the.
[CUSTOMER][NEUTRAL] The latest um fee fee list, um, if it changed for [PII].
[AGENT][NEUTRAL] OK, when you say fee list, what do you mean by that, [PII]?
[CUSTOMER][NEUTRAL] The fee schedule
[CUSTOMER][NEUTRAL] Um, well, from last year, um, I have.
[CUSTOMER][NEUTRAL] Basically it's a fee schedule because it it says how much.
[CUSTOMER][NEUTRAL] Every all the different tests that it.
[CUSTOMER][NEUTRAL] How much they pay.
[AGENT][NEUTRAL] OK, are you calling?
[CUSTOMER][NEUTRAL] So it's actually called Schedule of covered dental services and procedures. OK, so maybe I'm OK, I'm I was trying to call American Public Life.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that is who you're speaking with, yes, and you're calling from a provider's office?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] And you're needing to get fax back, like a fax back of benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] For this calendar year? OK.
[AGENT][NEUTRAL] Yes, I can help you with that. And did you say you have 1 or 2 patients that you need that for, [PII]?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's 2 patients, they're both on the same policy.
[AGENT][NEUTRAL] But do you need two separate fax facts sent?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, if, if you can tell me or how much of their maximum and deductible has been met, then I would only need the one fax back.
[AGENT][NEUTRAL] OK, I can help you with this. And what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you, and the policy number?
[CUSTOMER][NEUTRAL] Oh, OK, let me.
[CUSTOMER][NEUTRAL] OK, so 604308.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What are your patients' names and dates of birth?
[CUSTOMER][NEUTRAL] So the policy holder is [PII], that's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. And
[CUSTOMER][NEUTRAL] Then we have one dependent is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And for that is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So one moment.
[AGENT][NEUTRAL] OK. So, yes, Mr. [PII] is the subscriber. She, they are both covered under this policy. It is still active with an effective date of [PII].
[AGENT][NEUTRAL] And you're wanting to know if there have been any benefits used for this calendar year as of now?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so as of now, neither one of them have used any benefits for this calendar year.
[CUSTOMER][POSITIVE] OK, very good. So then, yeah, all I'll need is just to fax the benefits in.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Alright, well give me just one moment to get that information pulled up and put together and I'll send that to you, so give me just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is your fax number, please, [PII]?
[CUSTOMER][NEUTRAL] Sure it's area code [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I am just let me.
[AGENT][NEUTRAL] Will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessarily because I have exclusive access basically.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And again that fax number was [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then also I don't know if you were given this before [PII] um but we do have a portal in which claim status can be checked once the claim has been processed and also you can have access to the explanation of benefits and that website to go to to set up your profile would be [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And I, uh-huh, with the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] That is correct, yes, sir. So, on the fax back that I sent to you, [PII], I did put both names on there.
[CUSTOMER][POSITIVE] OK, that'll work, yeah.
[AGENT][NEUTRAL] On the one fax back, but it's, I have [PII] and [PII], employee and spouse and subscriber and spouse as far as relationship.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Well, can I help you with anything else today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that is all I needed. I thank you very much, [PII].
[AGENT][POSITIVE] Well, you are certainly very welcome and if you need a call reference number, you can use my name along with today's date.
[CUSTOMER][POSITIVE] OK, sure thanks.
[AGENT][POSITIVE] OK, well, thank you again for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.