AccountId: 011433970860
ContactId: bc32108e-6c7d-4e07-89fd-447b40ee1bdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288500 ms
Total Talk Time (AGENT): 147721 ms
Total Talk Time (CUSTOMER): 96844 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/bc32108e-6c7d-4e07-89fd-447b40ee1bdf_20250106T18:13_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, hi, yes, we were trying to get information for dental benefits for this patient. They're a new patient of ours, and this is a new plan to us.
[AGENT][NEUTRAL] OK, so you're needing to get a fax back of the dental benefits for a member?
[CUSTOMER][POSITIVE] Yes, yes, please.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you and [PII], what is your call back number?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 01.
[CUSTOMER][NEUTRAL] 882-824
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and [PII], any information 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] It's [PII] and his date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I do show that he is a subscriber on this policy and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And what is a good, uh-huh, [PII].
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good fax number, [PII], that I can send this fax back to?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] No, that's not necessary on this uh fax back, does it have like the payer ID and the claims address on it?
[AGENT][NEUTRAL] Yes, ma'am, it does. Uh-huh.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEGATIVE] And any code not on the fact fact means it would not be covered by this plan.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then I'm just gonna repeat your fax number to make sure I heard you correctly. It's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I did tell you 1st [PII], didn't I, Holly?
[CUSTOMER][NEUTRAL] Yeah, mhm, yeah, you did.
[AGENT][NEUTRAL] OK, OK, most plants, you know, OK, all right. I just, I thought for a second, um, did I say 1 or 13? OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, no, you're fine. You sound like you're sick too, poor thing.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, this has been, yeah, it's been about a week and so, yeah, the struggle is real, but mhm.
[CUSTOMER][NEGATIVE] [PII], I'm bad.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK OK
[AGENT][NEUTRAL] And [PII], one last thing on the um we do have a portal that once the claim is processed with APL that you should be able to check status you should also have access to the explanation of benefits and that website that you can set up your profile at is secured.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] pretty
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Here.
[AGENT][POSITIVE] Secured uh with a D on it. Uh-huh, secured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I am public.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] [PII] perfect.
[AGENT][NEUTRAL] Yes I am.
[CUSTOMER][POSITIVE] Well thank you.
[AGENT][POSITIVE] Well, you're very welcome and is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all. I appreciate your help.
[AGENT][POSITIVE] OK. Well, you're certainly very welcome and you should be receiving that fax back within the next few minutes, provided that there's not any um difficulty on it going through, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK all right well thank you have a good day.
[AGENT][POSITIVE] Yes ma'am you too and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.