AccountId: 011433970860
ContactId: 87eb1080-a87a-439b-b05f-a5e3794ddef1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 615289 ms
Total Talk Time (AGENT): 186122 ms
Total Talk Time (CUSTOMER): 120237 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/87eb1080-a87a-439b-b05f-a5e3794ddef1_20250212T14:52_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] Yeah, hi, my name is [PII] and I'm calling from Jefferson Dental to to verify the eligibilities and benefits for patient. Can you please help me with that?
[AGENT][NEUTRAL] OK, [PII], you're needing dental eligibility and benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And on our dental policies, we have facts backs of the member's benefits that I will send to you. But first off, what is your callback number, please?
[CUSTOMER][NEUTRAL] Yes. The callback number would be [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Yes, the member policy number would be 188.
[CUSTOMER][NEUTRAL] 82888.
[AGENT][NEUTRAL] OK, [PII], thank you. Give me a moment please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I send the information that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient name would be [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm very sorry, [PII] So I do show that she is a dependent on this dental plan and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And give me just one moment to get the facts that of her benefits pulled up for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And will the facts need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Does the fax back need to have you when I send the fax to you, [PII], does it need to have your name on it or not?
[CUSTOMER][POSITIVE] Yeah, that's OK. It's not, it's not a problem.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is your fax number, please, [PII]?
[CUSTOMER][NEUTRAL] Yes, our fax number would be [PII].
[AGENT][NEUTRAL] OK, I'm going to repeat that back to you. [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK [PII], so I have just sent that to you so provided you're able to uh receive it, you should be receiving that within the next few minutes. And then [PII] once a claim has been filed with APL and we have processed the claim, we do have a portal that you can also check claim status and by going to secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we uh does history information also provided in the fax?
[AGENT][NEUTRAL] No, so there's not, the history is not on the facts back. I can check each code that you need for me to see if there's any history on file for her. Just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the first code that you want history on?
[CUSTOMER][NEUTRAL] So yeah that would be 0220.
[AGENT][NEUTRAL] 819 of 2023.
[CUSTOMER][NEUTRAL] Mhm. 0120.
[AGENT][NEUTRAL] Also 8-19 of 2023.
[CUSTOMER][NEUTRAL] Mhm. So only provide me if the history is affecting the frequencies, OK?
[AGENT][NEUTRAL] I can only the the frequency information is on the fax back. I can give you the history for the codes that you provide for me, [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So yeah that's OK so the next code would be 0140.
[AGENT][NEGATIVE] No history on file.
[CUSTOMER][NEUTRAL] 0150
[AGENT][NEUTRAL] 111 2023.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh 1110.
[AGENT][NEUTRAL] One moment, Max.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me that last code one more time please.
[CUSTOMER][NEUTRAL] That would be 1110.
[AGENT][NEUTRAL] 819 of 2023.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh 1510.
[AGENT][NEUTRAL] I'm sorry, what was that one again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No history?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No history?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 11123.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh [PII].
[AGENT][NEUTRAL] 8 1923.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] 1351
[AGENT][NEUTRAL] 111, 2023.
[CUSTOMER][NEUTRAL] 1208.
[AGENT][NEUTRAL] No history?
[CUSTOMER][NEUTRAL] 2391.
[AGENT][NEUTRAL] 11123.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] 4381
[AGENT][NEUTRAL] No history?
[CUSTOMER][NEUTRAL] Mhm. 4346.
[AGENT][NEUTRAL] No history?
[CUSTOMER][NEUTRAL] 4341
[AGENT][NEUTRAL] Um, may I ask how many codes do you have?
[CUSTOMER][NEUTRAL] Just, uh, more 3 quote quote.
[AGENT][NEUTRAL] No history
[AGENT][NEUTRAL] No history for that last coach?
[CUSTOMER][NEUTRAL] 4910.
[AGENT][NEUTRAL] No history.
[CUSTOMER][NEUTRAL] 2920
[AGENT][NEUTRAL] No history?
[CUSTOMER][NEUTRAL] Yeah. 993 5.
[AGENT][NEUTRAL] No history.
[CUSTOMER][NEUTRAL] Can you please tell me the call reference number?
[AGENT][NEGATIVE] My name in today's date and anything not on the fax back any code not on the fax back that you will receive max means it is not covered under this policy.
[CUSTOMER][NEUTRAL] Mhm. Can you please spell out your name, please?
[AGENT][NEUTRAL] [PII] and my name along with today's date, Max will be your call reference number.
[CUSTOMER][POSITIVE] OK, so yeah, thank you so much, [PII], for assisting me. Have a great day. Bye.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, you too, and thank you again for calling APO Max if that's all I can help you with.
[CUSTOMER][POSITIVE] Yes thank you bye bye.
[AGENT][NEUTRAL] Bye bye.