AccountId: 011433970860
ContactId: 69dbb9f9-b0d8-4310-8b4e-4b8f2c3cb6bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356739 ms
Total Talk Time (AGENT): 170795 ms
Total Talk Time (CUSTOMER): 94239 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/69dbb9f9-b0d8-4310-8b4e-4b8f2c3cb6bc_20250422T14:28_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Well, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to verify a patient. Hello, can you hear me?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am. I can hear you. Hello?
[CUSTOMER][NEGATIVE] OK, yeah, but, uh, yeah, our phone line is breaking up. I'm not sure if it's my end or your end.
[AGENT][NEUTRAL] Yes, ma'am. I can hear you OK at the moment.
[CUSTOMER][NEUTRAL] OK, I was calling to verify a patient's dental, um, benefits and eligibility and to see if our provider falls under, um, as in network for his plan.
[AGENT][NEUTRAL] OK, so you're needing eligibility benefit and to find out about your provider being in network or not?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with that. Uh, and on our dental policies, we have fax backs of the members benefit information that I can send to you that I will have their coverage services listed.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right. So first off, who am I, please?
[CUSTOMER][NEUTRAL] Say that one more time.
[AGENT][NEUTRAL] Who am I speaking with?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] So this is Mo MO I'm sorry, the phone line keeps breaking up.
[AGENT][NEUTRAL] Hello.
[AGENT][POSITIVE] Yes, ma'am. I'm sorry about that. I don't know which end it's on. And uh, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Mhm it is 02607149.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up, please.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today would be.
[AGENT][NEUTRAL] The verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Mhm, it is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do
[AGENT][NEUTRAL] Sure that Mr. [PII] is the subscriber on this channel and yes.
[CUSTOMER][NEUTRAL] Oh hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Oh, I didn't hear the last part. I just heard you say that, um, Mr. [PII] is the subscriber and then I didn't hear anything after that unfortunately.
[AGENT][NEUTRAL] OK, that's it, I'm sorry. So he is the subscriber, the policy is active, effective [PII].
[AGENT][NEGATIVE] And there's no history on file for Mr. [PII], and this, this plan is a non, it is not a network plan.
[AGENT][NEUTRAL] The benefits are based on a percentage of the UCR of covered services, the covered expenses rather, are based on a percentage of the UCR of the service region. That information is also stated on the fact that mode that I'm gonna send to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'm so sorry, what was, and then you just need the benefit information sent to you. Is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, correct.
[AGENT][POSITIVE] OK, yes ma'am. Well, give me just one moment to pull that up and I'll be happy to send that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Not necessary. It'll come straight to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good fax number please for you?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] And I'm just gonna repeat that back to you. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, well, I have just sent that to you so for.
[AGENT][NEUTRAL] Provided there's not any type of technical mishap, you should know very soon.
[CUSTOMER][POSITIVE] Alright, thank you so much for your help. I appreciate it.
[AGENT][NEUTRAL] Alright. You're welcome, yes ma'am. And one last thing, 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 that portal website is located at [PII].
[CUSTOMER][POSITIVE] OK, wonderful.
[CUSTOMER][POSITIVE] [PII]. Perfect. Alright, thank you so much.
[AGENT][POSITIVE] Mhm. Yeah. All right. Well, you're certainly very welcome. So again, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that was all thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.