AccountId: 011433970860
ContactId: 46be9e2f-37d4-42e6-aaf2-98353e01fd8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291549 ms
Total Talk Time (AGENT): 153862 ms
Total Talk Time (CUSTOMER): 61838 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/46be9e2f-37d4-42e6-aaf2-98353e01fd8c_20250402T12:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Ava Dental. I was calling to check the status of a pre-D refund for a patient, please.
[AGENT][NEUTRAL] OK, [PII], so you send in a predetermination estimate that you're wanting to check status on, is that correct?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Yep, direct number is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] It is 1121254.
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], any information that I do provide for you today would be a verification of benefits and not a excuse me, and not a guarantee of benefits. So first off, what is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] For [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me look at just a couple of things because right off.
[AGENT][NEUTRAL] OK, so now I'm not seeing.
[AGENT][NEUTRAL] A predetermination request received by APO. When did you submit this, [PII]?
[CUSTOMER][NEUTRAL] Um, this is from [PII].
[AGENT][NEGATIVE] No, ma'am. We haven't received anything.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, is it possible, can I fax or email it to you?
[AGENT][NEUTRAL] You cannot email it we can't accept claims information via email, but yes ma'am, it can be faxed.
[AGENT][NEUTRAL] And our secured fax line that that can be sent to is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. And [PII], do you spell your name with an [PII] or without?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With an [PII] please.
[AGENT][NEUTRAL] With an [PII] OK. All right. So your name is, uh, I'm sorry about that. I don't know.
[AGENT][NEUTRAL] What, what could have happened, but you said that you sent it again on what date? January?
[CUSTOMER][NEUTRAL] Uh, yeah, [PII] when you sent it.
[AGENT][NEUTRAL] [PII], mm, yes, ma'am. Not for a predetermination, we have not received that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect well I will go ahead I'll get that faxed over this morning and you should have it shortly then.
[AGENT][NEUTRAL] OK, and then one last thing if um I can see that there has been a claim filed by you by you all before for this number if did anyone give you our website for our portal in which you should be able to check claim status also?
[CUSTOMER][NEUTRAL] No, but I will definitely take that.
[AGENT][NEUTRAL] OK, sure. Well, uh, we do have a portal and like I said, you should be able to check claim status there and our website for that is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Secured [PII]. OK, perfect. So I can also check status of the PD as well once you guys have it there.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Uh, you should be able to, but with that you still may have to call us and any time you check a data service if you're not able to access it, always give us a call and we'll be more than happy to help you.
[CUSTOMER][POSITIVE] OK sounds great thank you for your help I appreciate it.
[AGENT][POSITIVE] All right. Well, you're certainly very welcome. And again, is there anything else that I can help you with?
[CUSTOMER][POSITIVE] That should be everything, thanks for your time.
[AGENT][POSITIVE] Alright well thank you again for calling APL and I hope you have a wonderful day [PII].
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Yes. Thank you. Bye-bye.