AccountId: 011433970860
ContactId: 2a308f11-e875-4eff-b0d0-055cbdfaef88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203830 ms
Total Talk Time (AGENT): 98591 ms
Total Talk Time (CUSTOMER): 96792 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/2a308f11-e875-4eff-b0d0-055cbdfaef88_20241230T20:55_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] Um, I am just needing to check and see if a patient's insurance is active.
[AGENT][NEUTRAL] OK, you're just needing to verify if the policy is still active or not, is that correct?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] [PII], is that correct? Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] Um, it's 614-828.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][MIXED] So we've done pretty good stuff but we kept we were smart about it and I don't wanna have, yeah.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] 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] Um, it's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you. So I do appreciate that she is the subscriber on this dental policy and yes, ma'am, it is still active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, alright, are you guys able to send over benefits?
[AGENT][NEUTRAL] Are you all sending benefit information?
[CUSTOMER][NEUTRAL] Yeah, like faxing over the benefit information.
[AGENT][NEUTRAL] Yes, ma'am, I can send you a fax, just one moment.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, you we uh we have female dogs.
[CUSTOMER][NEUTRAL] we
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, we don't we have it, but uh I.
[CUSTOMER][NEUTRAL] We have the.
[CUSTOMER][NEUTRAL] I was doing that to go to [PII].
[CUSTOMER][NEUTRAL] My meals for that.
[AGENT][NEUTRAL] And does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] That's not necessary.
[CUSTOMER][NEUTRAL] I didn't have the apple.
[AGENT][NEUTRAL] And what is your fax number, please?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back to you. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well, I have just sent that to you [PII], so you should be getting that within just a few minutes and then once a claim has been filed and processed with APL if you're not already familiar with it, we do have a portal.
[AGENT][NEUTRAL] That you can create a profile by going to [PII] again that's [PII] for claim status and copies of the EOBs.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect, alrighty.
[AGENT][NEUTRAL] All right. Well, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that should be it.
[AGENT][POSITIVE] OK, [PII], well then, thank you for calling APL. I hope you have a great afternoon and a happy new year.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.