AccountId: 011433970860
ContactId: 8098afa5-2cad-492d-b6bc-b1043c17202f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257779 ms
Total Talk Time (AGENT): 98207 ms
Total Talk Time (CUSTOMER): 51023 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/8098afa5-2cad-492d-b6bc-b1043c17202f_20250121T13:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I am calling just to get eligibility on a patient.
[AGENT][NEUTRAL] OK, you're not needing benefits. You only need to know if the policy is active or not. Is that correct?
[CUSTOMER][NEUTRAL] Yes, and um I was, is there a way for you to fax it over the benefits?
[AGENT][NEUTRAL] What type of policy are you calling on behalf of?
[CUSTOMER][NEUTRAL] Um, well, this is for a dental.
[AGENT][NEUTRAL] Yes, I can send a fax back of the benefits, and who am I speaking with?
[CUSTOMER][POSITIVE] Thank you. [PII].
[AGENT][NEUTRAL] And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number.
[CUSTOMER][NEUTRAL] It is 02243200.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and 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] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show that this um he is the subscriber on this channel.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Plan and it is active 20 that information will also be on the fax back and give me just one moment for that information to load. You can go ahead and give me your fax number though.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Not necessarily.
[AGENT][NEUTRAL] And again, you said your fax number is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I have just sent that to you and anything not on the fax back Gardeno means it would not be covered under the plan. And then also you may already have this information, but once we've processed the claim, you should be able to access our EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] By going to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, yes, [PII]. Uh-huh.
[CUSTOMER][POSITIVE] Alright, thank you so much that's all I needed.
[AGENT][POSITIVE] You are so, well, that's all that you needed. Thank you again for calling APO and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you