AccountId: 011433970860
ContactId: 94c222e8-eae4-4c4f-a7f9-17d2165f3f37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253720 ms
Total Talk Time (AGENT): 125906 ms
Total Talk Time (CUSTOMER): 51148 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/94c222e8-eae4-4c4f-a7f9-17d2165f3f37_20250529T12:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for eligibility and benefits please.
[AGENT][NEUTRAL] OK, you're needing eligibility and benefits for members, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 02478102.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And what type of benefits are you calling for today? What type of plan are you? OK, so [PII], I can help you with this, and on our dental policies we send back backs of the member's benefits. So I can do that for you, but first I will need to verify a couple of things with you for security and also any information provided will be a verification of benefits and not a guarantee of payment. So what is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Dental
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I do show that he is the subscriber on this dental policy, [PII], and it is active, effective [PII], and that information will be on the fax back as well.
[AGENT][NEUTRAL] And what is a good fax number that I can send this to?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] No, it's not necessary.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And I'm just gonna repeat those fax back, I mean fax number back to you. [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I have just sent that to you and so you should be receiving it very shortly, [PII]. Also, um, if you will end up filing a claim with us for him once the claim has been processed, we do have a portal in which you should be able to check claim status and the website for that is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And can you tell me, do you know what kind of um fee schedule you use we pay on there?
[AGENT][NEUTRAL] This will be on the fax back as well, but this is based on a percentage of the of the UCR of the service region.
[CUSTOMER][NEUTRAL] So it doesn't matter, do you know in and out or in and out of network.
[AGENT][NEGATIVE] There is not, that is correct. There is no network for this policy.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][NEUTRAL] This
[AGENT][POSITIVE] OK. Well, you're very welcome. So is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well then, thank you very much, [PII], for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.