AccountId: 011433970860
ContactId: 81b9192f-4fd9-49df-b134-78027b1fb82d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373299 ms
Total Talk Time (AGENT): 160101 ms
Total Talk Time (CUSTOMER): 102700 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/81b9192f-4fd9-49df-b134-78027b1fb82d_20250520T18:27_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling to see if my patient's policy is still active.
[AGENT][NEUTRAL] OK, [PII], you're just needing eligibility, 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] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] I have 02364275.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what type of policy are you calling on today, [PII]?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and any information [PII] that I do provide for you 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] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I do show that yes ma'am, he is the subscriber and this policy is still active. Effective date on it is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Are you able to because I tried to go through your portal and it kept telling me policy wasn't found.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And you were
[CUSTOMER][NEUTRAL] And then it looks like there's a new website coming out on the [PII], so I'm not sure if maybe.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] It's not working or?
[CUSTOMER][NEGATIVE] I'm just like doing it wrong.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, so were you a most
[AGENT][NEUTRAL] Oh excuse me, so when you were.
[AGENT][NEUTRAL] Pulling the information up or trying to log into the portal are you trying to check a claim status because you can't check eligibility there.
[CUSTOMER][NEUTRAL] I was just trying to pull up.
[CUSTOMER][NEUTRAL] Oh, you can't check eligibility. OK, OK, then that would make sense.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] No ma'am, not at this time that is for claim status only.
[CUSTOMER][NEUTRAL] Only OK OK then that makes sense.
[AGENT][NEUTRAL] Mhm, but what I was gonna ask, what I was gonna because I was gonna give you the portal website and explain to you that if you all file a claim for for him with us once it's been processed, you should be able to check the status there and then yes, and just make sure because I know a lot of people get um a little messed up on the patient account number so that's not their APO policy number.
[CUSTOMER][NEUTRAL] Pull from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is the patient account number that you all have assigned to that number in your system.
[CUSTOMER][NEUTRAL] How do I, how do I check that because I got a fax back for him and it shows.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Right, but you're
[AGENT][NEUTRAL] So, OK, so like your medical record or your computer system should have a patient account number within your practice for the patient.
[CUSTOMER][NEUTRAL] Oh, the patient like his chart number? Oh, OK, that's the number. Oh, got it.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] That you all use when filing a claim that you would um enter there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK, OK, well I could check previous claims to make sure all that works. OK, perfect.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, is there any way you can send me a fax back?
[AGENT][NEUTRAL] And if we have
[CUSTOMER][POSITIVE] Just the benefits.
[AGENT][NEUTRAL] OK, so you need an updated or a new fax back for him?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so give me a moment to get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is your fax number please, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right. And does it need to have your name put on the fax or is that not necessary?
[CUSTOMER][NEUTRAL] No, no, that's not that's necessary.
[AGENT][NEUTRAL] OK, and again that fax number was [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that has just been sent over to you so provided that there's not any type of technical issue, [PII], you should be receiving that uh very shortly.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Oh, well, you are very welcome. Is there anything else that I could help you with this afternoon?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too mhm bye.
[AGENT][POSITIVE] Yes ma'am, thank you. Bye bye.