AccountId: 011433970860
ContactId: 6704875b-89fb-4399-81e7-af95c94256a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321190 ms
Total Talk Time (AGENT): 146761 ms
Total Talk Time (CUSTOMER): 81201 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/6704875b-89fb-4399-81e7-af95c94256a9_20250408T19:47_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Miss. [PII], my name is [PII]. I'm calling from Concord Family Dental. I was calling to see about getting a fas back of a patient's eligibility and benefits.
[AGENT][NEUTRAL] OK, [PII], you're needing a text back for number, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 604631. Mister [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And again, what's his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so any information that I do provide would be a verification of benefits and not a guarantee of payment area. So the policy is active and yes he is a subscriber. So give me just a moment please to get the facts that pulled up for him.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And [PII], how do you spell your name? Is it [PII]? Did I mess that up?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII] no, no, ma'am, it's OK. [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 00, [PII], I'm so sorry. I, I did get that terribly wrong. OK. And does the facts need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] No, no, that's not necessary, no, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll get it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright just one moment.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is a good fax number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, again, that was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, well, I have just sent that to you so provided that there's not any type of technical mishap, you should be receiving that very soon.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much.
[AGENT][POSITIVE] All right. Well, you're certainly welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am you have a great day.
[AGENT][NEUTRAL] Well thank you you too and then just last thing there they already have this information but let me give you one additional piece of information you may already have our.
[CUSTOMER][POSITIVE] No, ma'am, you have a great day.
[AGENT][NEUTRAL] Portal website, but if you all file a claim with us once it's been processed, we do have a portal that you should be able to check claim status in and the website for our portal is secure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Yes ma'am, I, I got on the website, but it won't let me, it won't pull him up. It keeps telling me that um.
[CUSTOMER][NEGATIVE] I don't have enough member ID numbers to access the patients, uh.
[CUSTOMER][NEUTRAL] I guess claim or benefits.
[AGENT][NEUTRAL] Now you would not be able to check benefits online, that is strictly for claim status, and when it's asking for the patient account number, that is the account number.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Or that you all have in your system.
[CUSTOMER][NEUTRAL] I'm sorry, you broke up when you, I was gonna say you broke up when you were saying patient account number. I'm sorry.
[AGENT][NEUTRAL] For the
[AGENT][NEUTRAL] OK, that's OK. um, the patient account number is not their APO policy number, that is the account number that you all have for the member in your system.
[AGENT][NEUTRAL] It's inbox, is it 23 or 20, whatever it is.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] On the claim.
[AGENT][NEUTRAL] That, yeah, that's the provider's pay account for Mr. [PII], not his APO policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK. Yes, ma'am. I understand. Yes, ma'am. You have a great day. Thank you so much.
[AGENT][NEUTRAL] If that helps.
[AGENT][POSITIVE] OK. Well, you're very welcome and thank you again for calling APL. Have a wonderful evening.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.