AccountId: 011433970860
ContactId: 676e9a62-9186-4dd2-a1dc-e73183e8c88f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388350 ms
Total Talk Time (AGENT): 167846 ms
Total Talk Time (CUSTOMER): 113220 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/676e9a62-9186-4dd2-a1dc-e73183e8c88f_20250404T12:02_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 [PII], this is [PII] calling from Fay Family Dentistry. How are you?
[AGENT][POSITIVE] I'm good [PII]. How are you today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm doing good thanks. I'm calling to see if I could get some eligibility information for some procedure codes for a patient.
[AGENT][NEUTRAL] OK, so you're needing to get eligibility for a member, is that correct? On certain procedure codes?
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that [PII]. What is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Is 253-620-2.
[AGENT][NEUTRAL] OK thank you give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][POSITIVE] Sure, mhm, no problem.
[AGENT][NEUTRAL] And [PII], have you already received a pack of the members' benefits on this policy?
[CUSTOMER][NEUTRAL] No, I have not.
[AGENT][NEUTRAL] OK, so we do have fax backs that for the different dental plans that I will send you and all of the covered information is on the fax back. Anything not on the fax back means it would not be covered also. So I can send that to you as well.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, does it list um like if there's a procedure history at all or no?
[AGENT][NEUTRAL] No, I will have to provide you the history.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So any information provided again will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][NEUTRAL] I'm so sorry. What was the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, OK. All right, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I do show that he is a subscriber on this policy and it is active Alicia with an effective date of.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the first code that you would like for me to check for history?
[CUSTOMER][NEUTRAL] 0120.
[AGENT][NEUTRAL] OK. I say the service is 10:14 to 24.
[CUSTOMER][NEUTRAL] OK, um, 4910.
[AGENT][NEUTRAL] Oh this was also 1014, 24?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, uh, next one is 0274.
[AGENT][NEUTRAL] 1014, 24.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, 0330.
[AGENT][NEUTRAL] No history.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and a 9944.
[AGENT][NEUTRAL] No history and that is also not covered under him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But again, that information, any codes.
[CUSTOMER][NEUTRAL] And then, um, I gave you our fax.
[AGENT][POSITIVE] Oh, I'm so sorry. I did not mean to overspeak you.
[CUSTOMER][NEUTRAL] You're good. Um, I was just making sure I did I give you a fax number yet or no?
[AGENT][NEUTRAL] What were you about to say?
[AGENT][NEUTRAL] No, you haven't. So go ahead and give me that.
[CUSTOMER][NEUTRAL] Yeah, OK,
[CUSTOMER][NEUTRAL] Sure it's 734.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 878.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 0948.
[AGENT][NEUTRAL] All right. And give me a moment to get his uh facts back pulled up first off, please. Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And will the facts need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] But that is not necessary.
[AGENT][NEUTRAL] OK. All right. What's.
[AGENT][NEUTRAL] And again, you said that your fax number is going to be [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, well, I have just sent that to you so provided there's not any type of technical miss [PII], you should be receiving that, uh, very soon. And then just a couple of additional things for you, uh, really just one, 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 our website, [PII] for that portal is secured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome, thank you very much. I appreciate it.
[AGENT][POSITIVE] Well, you are certainly so welcome and it.
[AGENT][NEUTRAL] Is there anything else I can help you with this morning?
[CUSTOMER][POSITIVE] No, I hope that you have a great weekend, [PII]. I appreciate it.
[AGENT][POSITIVE] Oh, well, you are certainly, uh, yes, ma'am. I hope you have a great weekend too, and thank you again for calling APL if that's all I can help you with.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] You're welcome. Yeah, bye bye.
[AGENT][NEUTRAL] Bye-bye.