AccountId: 011433970860
ContactId: a74274c0-1a97-4756-aac2-1cede690c070
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396369 ms
Total Talk Time (AGENT): 138992 ms
Total Talk Time (CUSTOMER): 71971 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/a74274c0-1a97-4756-aac2-1cede690c070_20250325T19:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was just seeing if I could get a fax of benefits faxed to me for our patients.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, you're needing a fax back on a dental policy, is that correct?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] Yes, ma'am, 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] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you and what is the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is 603-630.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, thank you. One moment please while I get the member information pulled up.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Bear with me just one moment, [PII]. I'm sorry.
[CUSTOMER][POSITIVE] Yes ma'am, no, you're fine.
[AGENT][POSITIVE] Thank you. OK, thank you.
[AGENT][NEUTRAL] OK, and any information that I do provide you a verification of benefits and not a guarantee of payment. What is your patient's name and?
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] It is [PII], uh, it's [PII] 8247.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so yeah, show that he is the subscriber on this plan. It is active with an effective date of [PII].
[AGENT][NEUTRAL] And [PII], will the facts need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can go ahead and give me your fax number while I'm waiting on that still to finish loading up the information.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and again, you said that was [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] All right. Well, I have just faxed that to you. So provided there's not any kind of technical mishap, you should be receiving that.
[AGENT][NEUTRAL] Within just the next few minutes. And then anyone who's given you this before.
[CUSTOMER][NEUTRAL] OK, could I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead. Did you have a question?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, I also have one on [PII], his wife.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] You can. You need, you need a fax back for her?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, my name is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. And I have also faxed you one for her as well.
[CUSTOMER][POSITIVE] OK, well, I really do appreciate that.
[AGENT][NEUTRAL] Yes, ma'am, you're certainly welcome, [PII]. And what I was gonna ask you a moment ago was if you're familiar with our portal, if anyone has ever given you our portal website so that once the claim has been filed with us, you should be able to check claim status there.
[AGENT][NEUTRAL] And have access to the EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what portal is that?
[AGENT][NEUTRAL] Is by going to secured.
[AGENT][POSITIVE] Mhm. Secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that is secured. [PII].
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][POSITIVE] OK, thank you so very much.
[AGENT][POSITIVE] Well, you are certainly very welcome. So again, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] OK, well thank you again, [PII] for calling APL and I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.