AccountId: 011433970860
ContactId: 8fbb7a6a-450e-425d-be95-0771b8d7d005
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164559 ms
Total Talk Time (AGENT): 99517 ms
Total Talk Time (CUSTOMER): 39041 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/8fbb7a6a-450e-425d-be95-0771b8d7d005_20241230T15:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hello, I wanna get a breakdown of benefits for a patient.
[AGENT][NEUTRAL] You're needing a fax back of benefits on a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII]. It's no extension.
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It is 01638304.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And and 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, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that he is the subscriber on this policy, [PII], and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And what is a good fax number that I can send this fax back to you to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is it's [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and does the fax need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Um, I don't think it's necessary.
[AGENT][NEUTRAL] And again, that fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well, I have just sent that to you, [PII], and anything not on the fax side means it would not be covered under the member's plan.
[AGENT][NEUTRAL] And then also, uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We do have a portal that once claims have been processed with APO you can check status there and have access to the EOB and the website that you would go to for that is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Well, you're certainly very welcome. So is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APO. I hope you have a wonderful day and a happy new year.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Uh, you're welcome and thank you too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.