AccountId: 011433970860
ContactId: 1e453aad-0e5e-4c60-a8b9-e4c18747abe4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422869 ms
Total Talk Time (AGENT): 171055 ms
Total Talk Time (CUSTOMER): 83246 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/1e453aad-0e5e-4c60-a8b9-e4c18747abe4_20250108T18:02_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] Hello [PII], I'm calling from Dental, um, town in [PII]. Just calling to see if I would be able to get a fax back for a mutual patient.
[AGENT][NEUTRAL] OK, you're needing a fax back of dental benefits on a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, that was [PII] And then what was the next letter, I'm so sorry, after the [PII]?
[CUSTOMER][NEUTRAL] No, it's fine. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], is that correct?
[AGENT][NEUTRAL] As Siri, is that correct?
[CUSTOMER][NEUTRAL] I yes.
[AGENT][NEUTRAL] OK, thank you. And sir, what is your callback number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Um, I don't have the policy number. All I have is, um, Social Security.
[AGENT][NEUTRAL] And is your patient the primary?
[AGENT][NEUTRAL] Subscriber. OK, so one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is that full social please?
[CUSTOMER][NEUTRAL] Um, it is, let me see.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, then the information I see that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] What's that effective date, sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] OK, go ahead and give me your fax number.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, will it need to be put to your attention?
[AGENT][NEUTRAL] Or not, does that not is that not necessary? Do I need to put the facts to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] No, that's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] And it's loading the information, so just one moment please.
[CUSTOMER][NEUTRAL] No, it's fine.
[AGENT][NEUTRAL] And the policy number that you should have, well, first off, let me reverify this fax number with you to make sure I heard you correctly, [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. And the current policy number that you should have for him?
[AGENT][NEUTRAL] Is 02558964.
[CUSTOMER][POSITIVE] OK, alright, thank you so much for that.
[AGENT][NEUTRAL] Uh huh, you're welcome. And then one last thing is there when the claim has been processed with APL, we do have a portal in which you can set up a profile to check claim status and print the EOB and that website that you would go to is secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] No, ma'am. The first word is secured. The first word is secured, [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][NEUTRAL] You're welcome. And then uh one additional piece of information, anything that is not on that fax back would not be covered under this member's plan.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] Alright, well, you're very welcome and is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.