AccountId: 011433970860
ContactId: c7635266-702c-4e7c-93d8-dde24137d5e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329299 ms
Total Talk Time (AGENT): 129941 ms
Total Talk Time (CUSTOMER): 106374 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/c7635266-702c-4e7c-93d8-dde24137d5e3_20250520T20:50_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to get a coverage of fees for a patient.
[AGENT][NEUTRAL] Coverage of fees.
[CUSTOMER][NEUTRAL] A fee schedule well a fee schedule or something.
[AGENT][NEUTRAL] Uh, what type of policy you're a dental provider?
[CUSTOMER][NEUTRAL] Um, on the dental, we're
[CUSTOMER][NEUTRAL] It's a dental, yes ma'am.
[AGENT][NEUTRAL] OK, and you're needing a fax back of benefits on a member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] OK, this is [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Q 0616651
[AGENT][NEUTRAL] OK, now, [PII], that is not an American public life policy number. You said Q?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, that's not more.
[CUSTOMER][NEUTRAL] So it looks like what she's got written in here.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have any other information that I can see if it's, she doesn't have an ID card?
[CUSTOMER][NEUTRAL] No, and it's paid on it.
[CUSTOMER][NEUTRAL] Could you hand me Mr. [PII]'s chart please? It's it's right there on the.
[CUSTOMER][NEUTRAL] Counter.
[CUSTOMER][NEUTRAL] We had our system got crashed and so his fee schedule everything was in the.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Oh, no, no, that's not good. Do you happen to have his, is he the subscriber on the plan, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Maybe it's 0. Is that a 0?
[CUSTOMER][NEUTRAL] 00616651
[AGENT][NEUTRAL] Let me try that
[CUSTOMER][NEGATIVE] I just came back can't read her writing.
[CUSTOMER][NEUTRAL] Is this, it says APL, is that right?
[AGENT][POSITIVE] Mhm, that's correct. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's not a Q. OK. Just so you know, that should be a 0.
[CUSTOMER][NEUTRAL] OK, maybe that needs to be, you know, let me make a big old correction and correct the computer because I was reading off the computer.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Whoever whoever read her writing about the same thing.
[AGENT][NEUTRAL] OK, and any information that I do provide for you, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Give me just a moment to get his information pulled up and I'll be happy to send you that fax back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And will the facts need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] It's, it's not as serious it's coming to a private fax and I'll, I'll get it right there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And what is your fax number, please?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And again that is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, well I have just sent that to you and then also [PII], we do have a portal in which you should be able to check claim status if you all file claims with us for him and the website that you would go to for our portal is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] Well, you are very welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK, well thank you again for calling APO and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright you too thank you.
[AGENT][POSITIVE] Uh-huh, thank you as well.