AccountId: 011433970860
ContactId: 77c067e3-d37d-457e-9aa4-05e146d1c4ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184529 ms
Total Talk Time (AGENT): 85688 ms
Total Talk Time (CUSTOMER): 75166 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/77c067e3-d37d-457e-9aa4-05e146d1c4ea_20250523T17:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, hi, um.
[CUSTOMER][NEUTRAL] I am a dental provider and I was just gonna see if we could get a benefits and eligibility fax for a patient.
[AGENT][NEUTRAL] Yes, I can help you with the eligibility and the fax back. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII] and best telephone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And uh may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02619219.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And um what's the, did you need like a copy of the fax back or you want to go over over over the phone?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, no, just a copy of the, um, benefits like percentages, um, and yeah, if as long as the payer ID is on there, um, as well that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so on the facts back, um,
[CUSTOMER][NEUTRAL] Or you can give that to me over the phone.
[AGENT][NEUTRAL] On the fax back, you'll see the calendar year maximum deductible, um, all the percentages, um, there's a list of covered codes. If the code you're looking for isn't on this list, it wouldn't be covered by the policy, um, but it does have all the ways to file the claim on there as well. And I just checked to see if there was any history, but there's no history on file yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And the payer ID is on the um fax.
[AGENT][NEUTRAL] Yes, the payer ID, the claims, mailing address, and the fax number.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And what's a good fax number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And put attention, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, well, I'm gonna go ahead and fax this over to you now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.