AccountId: 011433970860
ContactId: 3c462c37-8dce-4f2a-8f84-9f8c6fa22f6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238130 ms
Total Talk Time (AGENT): 122040 ms
Total Talk Time (CUSTOMER): 49614 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/3c462c37-8dce-4f2a-8f84-9f8c6fa22f6b_20250206T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Falls Dental Associates. I'm just trying to verify dental benefits for a patient coming in.
[AGENT][NEUTRAL] OK, [PII], you're needing dental benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that and carry on our dental policies. We have fax backs of the members the benefits that I will send to you. Uh, but first off, all right, what is a good callback number for you?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 00989120
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] Just one moment, [PII], it's.
[AGENT][NEGATIVE] For some reason not wanting to load my information.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and any information carry that I do provide 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] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I do show that she is the spouse of the subscriber on this policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And on this fax back when I send it to you, do you, does it need to have your attention on there or is that not necessary?
[CUSTOMER][NEUTRAL] It, it, it doesn't. I'm the only one that looks at that.
[AGENT][NEUTRAL] OK. All right. So just one moment.
[CUSTOMER][NEUTRAL] And then just a question I don't know what's all gonna come on the fax will it show like group number and and claims uh address?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The claims address and all of that will be on there. I will provide you the group number and the group name if you're needing that. So just one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is your fax number, [PII]?
[CUSTOMER][NEUTRAL] Thank you. [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And again, that was [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct, yep.
[AGENT][NEUTRAL] OK, thank you, and the group number on this member's plan is 14774.
[AGENT][NEUTRAL] Do you also need the group name?
[CUSTOMER][NEUTRAL] And I do not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, is there, and I have just sent that fax back to you, so provided there's not any issues with you receiving it, you should be receiving that in the next few minutes. Also, once the claim has been processed with APLQ, we do have a portal that you should be able to check claim status in, and that website for the portal is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK awesome thank you so much for your help.
[AGENT][POSITIVE] Well, you are certainly very welcome, [PII], and is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope that you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.