AccountId: 011433970860
ContactId: b1e15741-5a9b-4b93-9b64-8e75e7bd7872
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265559 ms
Total Talk Time (AGENT): 125755 ms
Total Talk Time (CUSTOMER): 67006 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/b1e15741-5a9b-4b93-9b64-8e75e7bd7872_20250115T19:41_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'm calling uh from the dental office to see if the patient is active.
[AGENT][NEUTRAL] OK, so you only need to verify if the policy is active, you do not need benefits. Is that correct?
[CUSTOMER][POSITIVE] That's correct, yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Can you please spell your name for me so that I don't spell it wrong?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] It is 636-835.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hi [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this policy and yes ma'am, it is still active with an effective date of [PII]. So let me say that again. The effective date is [PII].
[CUSTOMER][NEUTRAL] Of
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, is there any way I can receive a fast back of her benefits?
[AGENT][NEUTRAL] Oh, you do also need benefit information?
[CUSTOMER][NEUTRAL] Well, yes, ma'am, just to make sure everything is um the same.
[AGENT][NEUTRAL] OK, so give me a moment to get that information pulled up.
[CUSTOMER][POSITIVE] OK, I'm sorry about that.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, so give me just a couple of moments to type her information up on the fax side.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, while this information is loading, [PII], what is a good callback number for you? I mean, a fax number, uh, what's your fax number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] No, that doesn't matter.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And again, you said that your fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] So I have just sent that to you, so provided there's not any technical difficulties, then you should be receiving that within just the next um I would say less than 10 minutes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Are you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I don't know [PII] if anyone has ever given you our portal website, but we do have a portal that once the claim has been filed and processed, you can check claim status.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that website that you would go to for that is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, can I help you with anything else today?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] OK, [PII] well then thank you for calling APL and I hope that you have a nice afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes, ma'am. You're welcome