AccountId: 011433970860
ContactId: 291b2828-b59e-4023-a9da-2ce18447ae08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250940 ms
Total Talk Time (AGENT): 112594 ms
Total Talk Time (CUSTOMER): 41673 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/291b2828-b59e-4023-a9da-2ce18447ae08_20250130T13:59_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] This is [PII] from Doctor [PII]'s office, and we're trying to get a breakdown of dental benefits for out of network provider.
[AGENT][NEUTRAL] OK, did you say your name is [PII]? Is that correct? OK, yes, ma'am, and you're needing a fax backup benefits, remember?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] I have 02588108.
[AGENT][POSITIVE] OK, thank you. So give me a couple of moments to get the memory's information pulled up, please.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And uh she is, again, she is a subscriber on this policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And on the fax back will it need to be put to your attention, Jill, or is that not necessary?
[CUSTOMER][NEUTRAL] That's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good fax number that I can send this to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm just gonna repeat that back to you. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I have just sent that to you so provided that there's not any type of technical mishap, you should be receiving that very shortly. And then once the claim has been filed and processed with APLrill, we do have a portal in which you can check claim status.
[AGENT][NEUTRAL] And have access to our EOBs and our portal website is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, does she have any waiting periods of any kind? Can you tell me that?
[AGENT][NEUTRAL] There are no waiting periods on this policy, and that is on that fax back also on page one.
[CUSTOMER][NEUTRAL] OK, alright, we should be able to get everything else off of it.
[AGENT][NEGATIVE] OK, and then anything not on the fax back means it would not be covered under this plan.
[CUSTOMER][NEUTRAL] OK, alright
[AGENT][POSITIVE] OK. All right. Well, if that's all then that I can help you with, uh, thank you again for calling APO and I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.