AccountId: 011433970860
ContactId: 4d6f6533-742d-4ebb-a20f-231f02554163
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268399 ms
Total Talk Time (AGENT): 115975 ms
Total Talk Time (CUSTOMER): 76671 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/4d6f6533-742d-4ebb-a20f-231f02554163_20250505T14:32_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] Hi, I was calling to request a fax of dental benefits.
[AGENT][NEUTRAL] OK, you're needing a faxack of benefits for a member?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you say yes? OK, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 614-3448
[AGENT][NEUTRAL] OK, [PII], thank you. Give me one moment please to get the member's information pulled up.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, what was the month again on her birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, bear with me just a second, [PII]. My system has
[AGENT][NEUTRAL] Present on me. Hm, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show that yes, she's now the primary policy holder and it is active with an effective date of [PII]. And give me a moment please to get her fax information pulled up. I'll be happy to send that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] O.
[CUSTOMER][NEUTRAL] Um, I have an EOB back today from April.
[CUSTOMER][NEUTRAL] And from when you were.
[CUSTOMER][NEUTRAL] Basically what they're saying is they're.
[CUSTOMER][NEUTRAL] Not paying the claim because they want the primary insurance, you know.
[CUSTOMER][NEUTRAL] Um, but the answer is the only insurance we haven't.
[AGENT][NEUTRAL] And go ahead and give me um a good fax number for you please, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] He'll have to call and give him.
[AGENT][NEUTRAL] And does it need to be sent to your attention or is that not necessary?
[CUSTOMER][NEGATIVE] Not necessary.
[AGENT][POSITIVE] OK, thank.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And just to repeat the facts back, it's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, well, I have just sent that to you, [PII] so provided there's not any type of technical problems, so you should be receiving that very soon. And then [PII], if you will do file a claim with APL for her, we do have a portal now that you should be able to check claim status and once it has been processed, and the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. And again, is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK. Well, thank you for calling ATL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.