AccountId: 011433970860
ContactId: 7b12693c-10fc-4795-854d-f27053ebbfde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263959 ms
Total Talk Time (AGENT): 107806 ms
Total Talk Time (CUSTOMER): 120413 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/7b12693c-10fc-4795-854d-f27053ebbfde_20250519T12:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental office in [PII]. Uh, we have a patient in our office, um, who just gave us this new information, um, for this policy. I was just calling to see if you were able to send us a summary facts of benefits.
[AGENT][NEUTRAL] OK, [PII], so you're needing to get a pack of benefits on a dental policy for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Policy number 025.
[CUSTOMER][NEUTRAL] 862.
[CUSTOMER][NEUTRAL] 88.
[AGENT][NEUTRAL] OK, thank you. Let me get the member's policy information pulled up, [PII], one moment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] and if it was a doctor appointment, it would be NPVR.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] We get
[CUSTOMER][NEUTRAL] You the start and then draw that down.
[AGENT][NEUTRAL] And same any information that I do provide would be a verification of benefits, if not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] We go to 42.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] We'll have done booked her appointment. She was purchasing a discount plan but she wasn't previously in the discount plan, so we need to.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on the supplemental, I'm sorry, on this dental policy and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And give me a moment to get this fax information pulled up and I'll be happy to send that to you.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Double click
[CUSTOMER][NEUTRAL] And then he schedule right here.
[CUSTOMER][NEUTRAL] And then go to discount plan so it's gonna be.
[CUSTOMER][NEUTRAL] Yeah now when they post up the appointment it's gonna reflect that schedule OK? and then we'll do this if you want them to.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Good day, welcome. Good morning and morning. You can take a seat and we'll be out for you shortly, OK.
[CUSTOMER][NEUTRAL] It
[AGENT][NEGATIVE] And then there is also no history on file for this member as well.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good fax number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And I'm just gonna repeat this back. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, so I have just sent that to you, [PII], so provided there's not any type of technical glitch, you should be receiving that very soon. And then [PII], one last thing, but if you will end up filing a claim for him with us once the claim has been processed, we do have a portal in which you should be able to check the claim status in and our website for that is located at [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else I could help you with this morning?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK, well thank you so much for calling APO and I hope that you have a wonderful day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you too