AccountId: 011433970860
ContactId: 5b30f8a6-2bee-4431-8e0e-d3a11286d1a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265380 ms
Total Talk Time (AGENT): 129953 ms
Total Talk Time (CUSTOMER): 76574 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/5b30f8a6-2bee-4431-8e0e-d3a11286d1a3_20250217T20:29_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just need to get benefit information. Do you guys do any faxing or email?
[AGENT][NEUTRAL] Is this, what type of policy are you calling about?
[CUSTOMER][NEUTRAL] Uh, dental policy.
[AGENT][POSITIVE] Yes, we have 5 facts of the member's benefits that I can send to you.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, so first off,
[CUSTOMER][NEUTRAL] Um, what do you need first?
[AGENT][NEUTRAL] Well, first off, uh, who am I speaking with?
[CUSTOMER][NEUTRAL] You're speaking with [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number, [PII]?
[CUSTOMER][NEUTRAL] It would be 02539027.
[AGENT][NEUTRAL] OK, thank you, give me a moment please to get the member's information pulled up.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And any information, [PII] that I do provide for you will 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 [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So she is a subscriber on this dental plan and it is active. This policy has an effective date of [PII].
[AGENT][NEUTRAL] And give me a moment to get her.
[CUSTOMER][NEUTRAL] Alright, and then are we in network with you guys?
[AGENT][NEUTRAL] This plan participates in the Carrington network, however, it is not required that they use a network provider.
[CUSTOMER][NEUTRAL] OK, we, we use Carrington here, so that's not a problem. What can I give you my fax number so you can fax me the information?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Give me just one moment for the fax back to pull up so that I can send it to you. Just one moment, please.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Will it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's not necessary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and what is your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm just gonna repeat that back to you. [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, well I have just sent that to you so provided that there's not any issue with the transmission, you should be receiving that in just a few minutes and also um [PII], just a couple of additional things, anything not on the fax back means it would not be covered under her policy.
[AGENT][NEUTRAL] And then lastly once we have processed the claim here at APL we do have a portal in which you should be able to check claim status and also have access to our EOB and our portal website is located at [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] OK. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Is it tomorrow?