AccountId: 011433970860
ContactId: b59d8546-eaa0-4dd0-aba5-bdda2b53ff45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279290 ms
Total Talk Time (AGENT): 148435 ms
Total Talk Time (CUSTOMER): 70781 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/b59d8546-eaa0-4dd0-aba5-bdda2b53ff45_20250520T20:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Milani Dental, and I need to see if my patient has active coverage and if we are in network.
[AGENT][NEUTRAL] OK, [PII], so you're just needing to verify eligibility and find out about the network, is that correct?
[CUSTOMER][POSITIVE] Correct, and I'm gonna need benefits as well.
[AGENT][NEUTRAL] Um, yes ma'am, I, if it's for dental, we have fax backs of the benefits and I'll be happy to send you a fax back of the coverage for the member.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, so first off what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] 02396579.
[AGENT][NEUTRAL] OK thank you one moment, [PII] while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Any information that I 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?
[CUSTOMER][NEUTRAL] Uh, his name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is a dependent on this policy and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now on this policy, this is not a network plan. Benefits are based on percentage of the UCR of the service region.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that information is also on, will be on the fax back as well, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and what did, did you say the fee schedule was the UCR?
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it the policy is active [PII].
[AGENT][POSITIVE] If you will give me just one moment to get his fax uh back pulled up, I'll be happy to send that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] And while that is loading [PII], we also have a portal that once the claim has been processed at APO you should be able to check claim status in and the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have a question, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, now I forgot what it was.
[CUSTOMER][NEUTRAL] Sorry, well, when I think of it I'll let you know.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] OK, that'll be fine then. That'll be just fine.
[AGENT][POSITIVE] OK, and let's see, what is a good, uh-huh. Mhm.
[CUSTOMER][NEUTRAL] Oh well this fax back I remember will this have like the, the claim information to send it to and payer ID?
[AGENT][POSITIVE] It will. It certainly will, yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] And what is a good fax number for you that I can send this to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I am just gonna repeat that back to make sure I heard you correctly. [PII].
[CUSTOMER][NEUTRAL] Um, you can either
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And does that need to be put to your attention or is that not necessary, [PII]?
[CUSTOMER][NEUTRAL] It's it's not necessary just goes directly to me.
[AGENT][NEUTRAL] OK, all right.
[AGENT][POSITIVE] OK, so I have just sent that to you so provided there's not any type of technical error, you should be receiving that uh very soon.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am that's it.
[AGENT][POSITIVE] OK, [PII], well thank you again for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.