AccountId: 011433970860
ContactId: 86a1ed1c-5dcd-499a-b65c-b24e862c27e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432220 ms
Total Talk Time (AGENT): 164415 ms
Total Talk Time (CUSTOMER): 127932 ms
Interruptions: 6
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/86a1ed1c-5dcd-499a-b65c-b24e862c27e4_20250527T13:50_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 [PII], this is [PII]. I just need to fax back of benefits for patients.
[AGENT][NEUTRAL] OK. Did you say your name is [PII]? Is that correct? OK, and you're needing a pack of benefits on a dental policy, [PII], is that correct?
[CUSTOMER][NEUTRAL] Uh yes ma'am, uh huh.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And [PII], what is your patient's policy number? Well, first off, [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And now the member's policy number, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 614306
[CUSTOMER][NEUTRAL] All right, um, I just need to know what pharmacy you.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][POSITIVE] The super.
[CUSTOMER][NEUTRAL] OK, well this will be an antibiotic, so you're not allergic to any antibiotics, so we got some officillin.
[CUSTOMER][POSITIVE] OK, alright, well, he'll get that sent in and um then hopefully they'll notify you when it's ready, OK, thank you. You're welcome bye bye.
[AGENT][NEUTRAL] OK, [PII], again, any information provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You see an update um like our forms for us. Did you, did you happen to get a link on your phone to those?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, bear with me just a second, [PII], for some reason this.
[CUSTOMER][NEUTRAL] I get
[CUSTOMER][NEUTRAL] I'm gonna send it via text message. Is that OK? then you can just do it electronically while you wait a minute.
[AGENT][NEUTRAL] The facts like it's an opening, so just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] And you might have to in a will.
[CUSTOMER][NEGATIVE] But it should have gone through OK.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] All right. Bear with me, [PII]. I'm having some technical difficulty here just at the moment. So one, I'm sorry about it.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][POSITIVE] No problem, I understand.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] It's trying to load, [PII]. I had a power outage and then I had to load everything back and for some reason that one screen just had not loaded all the way. OK. So does it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Oh yeah, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], is how you spell it.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank God.
[CUSTOMER][NEUTRAL] I have to check.
[AGENT][NEUTRAL] And she is covered on the policy. She's the spouse of the subscriber and it is active in the effective date on this plan, which will also be on the fax back, that is [PII].
[CUSTOMER][NEUTRAL] OK, now so she's not the subscriber?
[AGENT][NEUTRAL] She is not. No, ma'am. Her husband is.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Her husband is OK, all right, we did not have that information.
[AGENT][NEUTRAL] Mhm. Yes. And that would, and it, oh, and it indicates, it indicates on here that she is the spouse. On what I'm gonna send you, I did put that she's the spouse.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] We don't.
[AGENT][NEUTRAL] And what's a good fax number for you please, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We get checked in.
[AGENT][NEUTRAL] And again, you said that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] We have a form for you so.
[AGENT][NEUTRAL] OK, well, I have just sent that to you so provided there's not any type of technical glitch, you should be receiving that very soon. And then one last thing, [PII], you may only have this information, but we do have a portal in which you should be able to check claim status once we've processed the claim and the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, you can fill it out while you're it won't take but
[CUSTOMER][NEUTRAL] OK, uh huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great, but now we can't check eligibility there though, right? It's just claim status? OK.
[AGENT][NEUTRAL] That is correct. Currently, it is claim status. Yes, ma'am. Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Well, you are certainly welcome and thank you again for your patience and while I was getting this green bowl back up, but is there anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] No ma'am that's all.
[AGENT][POSITIVE] OK, well then thank you for calling APO [PII] and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Alright thank you you too.
[AGENT][POSITIVE] You're welcome. Thank you as well.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye-bye.