AccountId: 011433970860
ContactId: 1d77a52b-eded-458a-b933-a970eda874ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290089 ms
Total Talk Time (AGENT): 137500 ms
Total Talk Time (CUSTOMER): 74561 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1d77a52b-eded-458a-b933-a970eda874ad_20250203T14:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from a dentist office.
[CUSTOMER][NEUTRAL] I just wanted to uh verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] Same.
[AGENT][NEUTRAL] OK, [PII], so this is on a dental policy that you're needing benefits and eligibility, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with that. And [PII], on our dental policies, we do have fax backs of the member's benefit information that I will send to you. Um, but first off, we will need to verify a couple of things. So, what is your callback number first off, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] So I have 02507344.
[AGENT][POSITIVE] OK thank you give me a couple of moments to get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] OK, and I
[AGENT][NEUTRAL] [PII], 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 their date of birth?
[CUSTOMER][NEUTRAL] Yeah, first name is [PII] and last name is [PII]
[AGENT][NEUTRAL] OK, and his
[AGENT][NEUTRAL] Date of birth, please.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. So yes, ma'am, I do show here is the subscriber on this dental plan. It is active, effective 7-1-2024.
[AGENT][NEUTRAL] And give me one moment on his fax information and will the fax need to be sent to you, to your attention rather, or is that not necessary?
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat your question?
[AGENT][NEUTRAL] When I send the fax back of his benefits to you, does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] No, it's not necessary. Thank you.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is a good fax number, [PII] that I can send this to?
[CUSTOMER][NEUTRAL] Yeah, that will be [PII].
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I have just sent that to you so you should be receiving that within the next few minutes, and [PII] want if you all do file a claim with APL once we have processed that claim, we do have a portal that you should be able to check claim status in.
[AGENT][POSITIVE] And the website for our portal is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, and if you need a call reference number for our call today it would be my name along with today's date.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, um, just one quick question here, could you please give me the address in case we need to send claims um in the mail?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so on the fax.
[AGENT][NEUTRAL] Fax it does address, fax number, and also our payer ID. Do you still need for me to give you that? Yeah, it's on there.
[CUSTOMER][POSITIVE] Oh, OK, perfect.
[CUSTOMER][POSITIVE] No, OK, not a problem then thank you.
[AGENT][NEUTRAL] OK. All right, and also um there is no history on file for him.
[CUSTOMER][POSITIVE] No history. OK, perfect. Thank you so much.
[AGENT][POSITIVE] OK, well, you're welcome. And so again, thank you for calling APO and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.