AccountId: 011433970860
ContactId: a92fb2b6-6ff3-4a30-b322-8fad99723040
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228139 ms
Total Talk Time (AGENT): 109426 ms
Total Talk Time (CUSTOMER): 88128 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/a92fb2b6-6ff3-4a30-b322-8fad99723040_20250206T17:54_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] Um, yes, I was trying to get a fax back, but I'm, it just brought me straight to the line for you, um, on a patient.
[AGENT][NEUTRAL] OK, so your name.
[AGENT][POSITIVE] Oh, I'm so sorry, go ahead. I didn't mean to interrupt you.
[CUSTOMER][NEUTRAL] Uh, no, it's fine. um, I was just calling to see if they have, um, um, active benefits.
[AGENT][NEUTRAL] OK, so you're needing a fax back for on a dental policy, is that correct? Yes, ma'am, I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] And if anything changed.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yes my name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the member's policy number, please.
[CUSTOMER][NEUTRAL] 603-568
[AGENT][NEUTRAL] OK [PII] thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK, no problem, and this is gonna be um a dependent under the plan.
[CUSTOMER][NEUTRAL] Not like a taco salad.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[CUSTOMER][NEUTRAL] No, I'm sorry.
[CUSTOMER][NEUTRAL] [PII]. Wait, I'm really confused. Well, I got two date of birth right here.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I do show that he is the spouse of the subscriber on this dental policy, and [PII], it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And give me just a moment to get that uh fax that pulled up so I can send that to you. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, would, OK, um, do you know if there was any like changes to the policy or was it the same?
[AGENT][NEUTRAL] There has not been. No, ma'am. There has not been. Do you already have a fax back?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, I have one from last year.
[AGENT][NEUTRAL] Yes, there have not been any changes.
[CUSTOMER][NEUTRAL] OK, so all the amounts and everything are the same.
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][NEUTRAL] OK, um, uh, that, that, then that's fine, um, because it's all on a fee schedule, um, and then I would just need a reference number.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and then.
[AGENT][NEUTRAL] Sure, you're gonna use my name that I gave you along with today's date and then one last thing, [PII], I, you may already be familiar with this, but once the claim has been processed, we do have a portal that you should be able to check claim status in and that uh website for our portal is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now I do have a question, um, so [PII] is a subscriber or [PII] is a subscriber?
[AGENT][NEUTRAL] No, [PII] is the subscriber.
[CUSTOMER][POSITIVE] Oh, OK, OK, and then right on the page, OK, got it. OK, no problem, thank you so much.
[AGENT][NEUTRAL] [PII] is the spouse.
[AGENT][POSITIVE] Yes, ma'am. Well, you are certainly very welcome. So again, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] Alright well then thank you again for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye