AccountId: 011433970860
ContactId: 6ae55d2b-f88c-41ec-b9a1-45c12d1fce44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246410 ms
Total Talk Time (AGENT): 108781 ms
Total Talk Time (CUSTOMER): 45408 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/6ae55d2b-f88c-41ec-b9a1-45c12d1fce44_20250130T13:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I just wanted to know if I could get a benefits and eligibility fax.
[AGENT][NEUTRAL] OK, is this for a dental policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Yeah, I can send you a fax back of benefits. I can help you with this. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 02476143
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][POSITIVE] And it's still pulling some information out for me, [PII], so thank you for your patience.
[CUSTOMER][NEGATIVE] Problem.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so he is the subscriber on this general policy, [PII], and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And when I send you this fax back, does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] That's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good fax number that I can send this to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And I'm just gonna repeat that back. [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, so I have just sent you that fax back so provided there's not any type of technical issue, you should be receiving that within just the next few minutes. And then [PII], I don't know if you're already familiar with our portal, but once the claim has been processed, we do have a portal in which you should be able to check claim status and have access to the EOB for APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our portal website is secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And then one last thing, anything that is not on the fax back means it would not be covered under this policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. Well, can I help you with anything else this morning?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.