AccountId: 011433970860
ContactId: 6ccb6bc9-7efb-4468-b0f1-f36054c7c872
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220720 ms
Total Talk Time (AGENT): 116076 ms
Total Talk Time (CUSTOMER): 38443 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/6ccb6bc9-7efb-4468-b0f1-f36054c7c872_20250228T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from a doctor's office. I'm trying to verify eligibility and benefits for a patient of ours.
[AGENT][NEUTRAL] OK, you need eligibility and benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And who am I speaking with?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then [PII], what is the member's policy number?
[CUSTOMER][NEUTRAL] It is 613-606.
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] Is this for a dental policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and so far our dental policies, [PII], we have fax backs of the member's benefits that I'll be happy to send to you. Um, first, let me get the information fully loaded for this member.
[AGENT][NEUTRAL] OK, and all the many information that is provided would be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that he is the subscriber on this dental policy and it is active with an effective date of [PII] and that information will also be on the fax back [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good fax number that I can send this to?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Um, it's not necessary.
[AGENT][NEUTRAL] OK, all right, so just one moment please.
[AGENT][NEUTRAL] OK, and again that fax number, I'm just gonna repeat it back. It's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well, I have just sent that to you, [PII], so provided there's not any type of technical mishap, you should be receiving that within just the next uh few minutes. And then [PII], we if you all file a claim with APO once it has been processed, we do have a portal that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And the website for our portal is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that was it.
[AGENT][POSITIVE] OK, well, thank you so much for calling APO and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye.