AccountId: 011433970860
ContactId: 78099e7b-df2d-4eb8-a213-00d21ce36ae6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270070 ms
Total Talk Time (AGENT): 140197 ms
Total Talk Time (CUSTOMER): 67156 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/78099e7b-df2d-4eb8-a213-00d21ce36ae6_20250227T14:50_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Oklahoma City Dental, and I was waiting to see about getting dental benefits for patients.
[AGENT][NEUTRAL] OK, you're needing dental benefits. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Yes, I can help you with that and on our dental policies, we do have fax backs of the member's benefits for the plan that they have that I will send to you, and anything not on their fax back means it would not be covered. So first off though, [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Um, I got a pretty blurry card, but from what I could read it was 012.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 46517.
[AGENT][NEUTRAL] OK, thank you, so give me a moment please to get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] No, so I'm not saying anything.
[CUSTOMER][NEUTRAL] I'm just saying it has to be sent off to the lab, so the lab is like not in our office, so it wouldn't be done.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] What you wanna do
[AGENT][NEUTRAL] OK, I do show that he is the subscriber on this dental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And that information will also be on your fax back that I will send to you. Um, can you go ahead and give me a good fax number that I can send that?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, so just one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It takes a moment to load this information. Does it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] Not necessary. I'm the only one here.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And then um do you know what the schedule you would be using?
[AGENT][NEUTRAL] Uh, there is, this is not a network plan. They may choose any provider covered services are based on a percentage of the UCR of the service region.
[CUSTOMER][POSITIVE] Oh OK, that works.
[AGENT][NEUTRAL] OK. And again, that fax number is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, well, I have just sent that to you, [PII], um, and so provided there's not any type of technical glitch, you should be receiving that momentarily. Also, once we receive the claim and it has been processed by APL, we do have a portal that you should be able to check claim status in and also have access to the explanation of benefits, and that website for our portal is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's [PII] at the end, correct?
[AGENT][POSITIVE] [PII] with a D on it, yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So good.
[AGENT][POSITIVE] All right. Well, is there anything you are certainly very welcome. Can I help you with anything else?
[CUSTOMER][POSITIVE] Well thank you so much.
[CUSTOMER][POSITIVE] That's all we needed and we appreciate you.
[AGENT][POSITIVE] OK, well, you're certainly welcome and thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.