AccountId: 011433970860
ContactId: bd7d7123-3798-454d-959b-bb6846e7487b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249130 ms
Total Talk Time (AGENT): 113334 ms
Total Talk Time (CUSTOMER): 53223 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/bd7d7123-3798-454d-959b-bb6846e7487b_20250213T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi um I need a dental breakdown for a patient.
[AGENT][NEUTRAL] OK, you're needing a fast back of a member's benefits, is that correct?
[CUSTOMER][NEUTRAL] Um, yes ma'am.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And let's see, what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] What is the policy number for your patient?
[CUSTOMER][NEUTRAL] Yes ma'am, sorry, um.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 025847007
[AGENT][NEUTRAL] Thank you. One moment while I get the member's information pulled up, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and [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 please and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is uh [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, thank you. So give me just one moment, um, she is the subscri I'm sorry, he is the subscri subscriber on this dental plan. I can't talk this morning, [PII], and it is active, well, it is active with an effective date of [PII]. And again, give me just a moment to get the fact that information together for you.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK, how long does the fax pack normally take?
[AGENT][NEUTRAL] Well, uh, I'm gonna send, I'm typing it on right now, so I'm fixing to send it to you while we're on the phone.
[CUSTOMER][NEUTRAL] To send
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And go ahead and give me your fax number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that's not necessary.
[AGENT][NEUTRAL] And again, that fax number is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, so I have just sent that to you, [PII], so you should be getting that within just, you know, the next several minutes. Um, anything that's not on the fax that means it would not be covered under this member's plan.
[AGENT][NEUTRAL] And then [PII] once we have processed the claim for the member, we do have a portal that you should be able to check claim status in and have access to the explanation of benefits also by going to secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK, well then thank you again for calling APO and I hope that you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.