AccountId: 011433970860
ContactId: 8d7965b5-9c83-4ef2-bb91-87f9fa616602
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197570 ms
Total Talk Time (AGENT): 104663 ms
Total Talk Time (CUSTOMER): 69378 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/8d7965b5-9c83-4ef2-bb91-87f9fa616602_20250210T21:48_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 ma'am, I need a fax back of patients benefits please.
[AGENT][NEUTRAL] OK, you're needing a dental fax back, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] With carry on them.
[AGENT][NEUTRAL] Uh, [PII], can you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] It is um 02501313.
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][NEUTRAL] each year.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Isn't just words.
[AGENT][NEUTRAL] And carry on, any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, [PII]'s date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I do show he is a dependent on this policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And will the facts need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good fax number for you please, [PII]?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna repeat that back to you.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I have just sent that to you so provided there's not any type of technical issue, you should be receiving that very shortly. And um [PII], I don't know if you're familiar with our portal, but once a claim has been processed with APL we have a portal that you should be able to check claim status and have access to the EOBN by going to secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and can you just um tell me what um fee schedule this is under his plan is under, please?
[AGENT][NEUTRAL] This is not a network. There is no fee schedule?
[CUSTOMER][POSITIVE] OK, OK, thank you, ma'am.
[AGENT][POSITIVE] You are certainly very welcome. So is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, that's it, ma'am thank you.
[AGENT][NEUTRAL] OK, well, you're welcome. And one last thing [PII] on anything that is not on the fax back means it would not be covered under this plan.
[CUSTOMER][POSITIVE] OK, yes ma'am, thank you for letting me know.
[AGENT][POSITIVE] OK, well, you're very welcome. So again, thank you for calling APL and I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You too ma'am.
[AGENT][POSITIVE] Thank you.