AccountId: 011433970860
ContactId: 6472db98-76c4-480e-a7ef-9014d9b3b7e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409750 ms
Total Talk Time (AGENT): 214447 ms
Total Talk Time (CUSTOMER): 132809 ms
Interruptions: 8
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/6472db98-76c4-480e-a7ef-9014d9b3b7e1_20250422T14:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I have a [PII] on the phone. Uh, she's a provider. She's calling for benefits.
[AGENT][NEUTRAL] OK, she's needing benefits in excuse me, benefit information on a member?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And policy number is
[AGENT][POSITIVE] Yes, I can help her with that and what's her call.
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] What's [PII]'s callback number first?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Policy number 261.
[AGENT][NEUTRAL] OK, thank you. And the policy number?
[CUSTOMER][NEUTRAL] 261-527-7
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the [PII] and I verify her date of birth.
[AGENT][NEUTRAL] OK, [PII], you broke up on part of what you said. What's the full phone number again?
[CUSTOMER][NEUTRAL] Uh, the phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and policy was 269.
[CUSTOMER][NEUTRAL] Did you get that?
[CUSTOMER][NEGATIVE] You're cutting out now.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 526 uh-huh um [PII].
[AGENT][NEUTRAL] 269-52777.
[CUSTOMER][NEUTRAL] 261-527-77.
[AGENT][NEUTRAL] Alright, just one sec.
[AGENT][NEUTRAL] Hold on, [PII], the screen is acting crazy. Hold on. OK, [PII]. OK, and you said that you verified what information? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, her name and date of birth.
[AGENT][POSITIVE] All right, I can help her. Thank you.
[CUSTOMER][NEUTRAL] Mm I see here she is.
[AGENT][POSITIVE] All right. OK, thank you. Bye-bye.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII]. How are you today?
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Are you [PII] too?
[AGENT][NEUTRAL] I am, yes, ma'am.
[CUSTOMER][NEUTRAL] We're both [PII].
[AGENT][NEUTRAL] Mhm. And how do you spell your [PII]?
[CUSTOMER][NEUTRAL] I just do see why. How about you?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So we're a little different but that's OK. I was just hoping to get some dental benefits.
[AGENT][NEUTRAL] That's all right. So, [PII] was telling me.
[AGENT][NEUTRAL] OK, so we have fax backs on the dental policies that has the benefit information for the member on there, [PII], that I can send to you. So, um, OK, so [PII] did say that she verified the member's name and date of birth, but I'm going to do that with you again. And then also any information provided will be a verification of benefits and not a guarantee of payment. So first off, what is your patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][POSITIVE] That's what I would love.
[CUSTOMER][NEUTRAL] OK, of course.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So yes, I do show she is the subscriber on this policy. It is active and the effective date on this plan is [PII].
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Perfect. And when you send me the fax, will the address and all that be on there, honey?
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Yes, ma'am, every bit of that will be on payer ID. All of that good stuff will be on the, yes.
[CUSTOMER][NEUTRAL] Address and OK.
[CUSTOMER][POSITIVE] Fantastic, that's all I need then.
[AGENT][POSITIVE] OK. Well, give me just a moment to get that pulled up and I'll be happy.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] [PII] fax that to you.
[CUSTOMER][NEUTRAL] Tell me when you're ready for the fax number Trace.
[AGENT][NEUTRAL] Does it need to have your attention on it, [PII], or is that not necessary? Yup. Yeah. Give me just a second cause it takes a moment to pull that up. OK.
[CUSTOMER][NEGATIVE] It does not. I'm sitting right here, yeah.
[AGENT][NEUTRAL] Right, yeah, it just takes a moment to pull that up.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Uh, for some reason it's been giving me a little.
[AGENT][NEGATIVE] Well, hassle this morning, so just one second.
[CUSTOMER][NEGATIVE] Oh jeez.
[AGENT][NEUTRAL] While it is loading this information, uh, there is no history on file for her either, [PII].
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] His history would not be on the facts that, but there is no history on file.
[CUSTOMER][POSITIVE] Wonderful.
[AGENT][NEUTRAL] All right, and what is a good fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And I'm just gonna repeat that back. [PII].
[CUSTOMER][POSITIVE] You got it my dear.
[AGENT][NEUTRAL] Alright, well I have just sent that to you and then one last thing if you will end up filing a claim with us, [PII] for her, we do have a portal that once the claim has been processed, you should be able to check claim status in.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And and our website for the portal is located secured.
[CUSTOMER][NEUTRAL] OK, does it, um.
[AGENT][NEUTRAL] You, it's a self-registering portal. You just follow the steps.
[AGENT][NEUTRAL] Um, in setting it up.
[CUSTOMER][NEUTRAL] OK, what, what is it? I'm sorry.
[AGENT][NEUTRAL] You don't, there's nothing.
[AGENT][POSITIVE] The website is secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it was a [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well, no [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] [PII]. So secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect, thank you for your help I appreciate it.
[AGENT][NEUTRAL] All right. Well, yes and.
[AGENT][POSITIVE] You're certainly welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] You your phone keeps breaking up for me. You're welcome. No, thank you so much, [PII]. I appreciate it. I hope you have a wonderful day.
[AGENT][POSITIVE] Well, yes, ma'am. You too. And thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.