AccountId: 011433970860
ContactId: 3aede0a0-64a1-4976-84cf-0e916bbdba33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486899 ms
Total Talk Time (AGENT): 192710 ms
Total Talk Time (CUSTOMER): 94389 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/3aede0a0-64a1-4976-84cf-0e916bbdba33_20250312T18:14_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] Hi there. This is [PII]. I'm calling on behalf of the dental office for dental benefits.
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And I know you said that you're needing dental eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, I can help you with that. And [PII] for our dental policies, we have fax backs that has all of the members' benefits and information on them that I will send to you. But first off, what is a good callback number for you please?
[CUSTOMER][NEUTRAL] Coy number is [PII].
[AGENT][NEUTRAL] [PII] is the extension.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 0245381.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments please to get the member's information pulled up.
[AGENT][NEUTRAL] OK, now [PII], um, I need you to give me that policy number again because that was not a number. Uh, I didn't hear, maybe I didn't hear it correctly, but that's not enough numbers to be our policy number.
[CUSTOMER][NEUTRAL] Let me repeat that. 02453818.
[AGENT][NEUTRAL] OK, I missed the last 8, so just one moment please.
[AGENT][NEUTRAL] OK, and any information, [PII] that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] I'm sorry, what was the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] Oh sorry, [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And [PII], again, any information that is provided would be verification of benefits and not a guarantee of payment. I do show that she is the spouse of the subscriber on this dental policy, and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good um policy?
[AGENT][NEUTRAL] Yes, what is a good fax number that I can send her benefit information to?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, hold on.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment while I get that information loaded for you.
[AGENT][NEUTRAL] And will it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] You can.
[AGENT][NEUTRAL] And it, you you spell your name [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I'm gonna repeat the fact, [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, so I have just sent that to you, so you will be receiving that very soon. And [PII], um, if you all submit a claim to a review on this member, once it has been processed by APL, we do have a portal in which you can check claim status, and our portal website is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. And is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Yes, could you provide me with the patient's history, please, for preventive and period services?
[AGENT][NEUTRAL] And what is the first code that you would like to add?
[CUSTOMER][NEUTRAL] 0 120.
[AGENT][NEUTRAL] 82724.
[CUSTOMER][NEUTRAL] 0140.
[AGENT][NEUTRAL] No history.
[CUSTOMER][NEUTRAL] 11:10.
[AGENT][NEUTRAL] 827, 2024.
[CUSTOMER][NEUTRAL] And then, uh, fluoride would not be covered, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, next code 0274.
[AGENT][NEUTRAL] 220, 2024.
[CUSTOMER][NEUTRAL] 0367.
[AGENT][NEUTRAL] No history?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 10
[AGENT][NEUTRAL] No history.
[CUSTOMER][NEUTRAL] Um 0230.
[AGENT][NEUTRAL] 2 2024.
[CUSTOMER][NEUTRAL] Are payroll services covered for the plan?
[AGENT][NEUTRAL] I'm, I'm sorry, or what type of service is covered?
[CUSTOMER][NEUTRAL] Perio.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Periodontic. OK.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEGATIVE] And that will, the information on the fact that, anything that's not on the fact that that I sent to you, [PII], means it would not be covered.
[CUSTOMER][NEUTRAL] Alright, thank you. May I have your name again please? I couldn't hear you before.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Again, my name is [PII] and you would use my name along with today's date if you need a call reference number for our call.
[CUSTOMER][POSITIVE] Thank you. That will be all then. I hope you have a good day ahead, ma'am. You take care.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, yes, ma'am. Well, if that is all I can help you with, thank you again, [PII], for calling APO and I hope you have a very nice rest of your day as well.
[CUSTOMER][NEUTRAL] Bye bye now.
[AGENT][NEUTRAL] You're welcome. Uh bye bye.
[CUSTOMER][NEUTRAL] Oh, could you be able to cut the call? I can't do that from here.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] You can't end the call?
[CUSTOMER][POSITIVE] Yes, ma'am. I'm so sorry. My system got stuck.
[AGENT][POSITIVE] Uh oh, yes, ma'am. I can do that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Uh-huh. You're welcome. Bye-bye.