AccountId: 011433970860
ContactId: d5554655-2633-4e5c-802b-56f35d18e0a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310600 ms
Total Talk Time (AGENT): 117406 ms
Total Talk Time (CUSTOMER): 81523 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/d5554655-2633-4e5c-802b-56f35d18e0a4_20250527T21:14_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Doctor [PII]'s office, and we had a patient in today, um, Mr. [PII], and I was just, I had a few questions about his policy, um, first thing, do y'all send over like a benefit fax?
[AGENT][NEUTRAL] OK, [PII], so you have a, a patient that you have some questions regarding benefits or eligibility for?
[CUSTOMER][NEUTRAL] Yes, and we're needing to send in a pre-treatment estimate. I also want to know, um, it should I use his social as his member ID, subscriber ID, or no, is it the num the policy certification number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Yes, I'll have to look up the member's information. I like to help you. I can help you though. What is a good callback number for you please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] Um, the policy or the group?
[AGENT][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] OK, 02624031.
[AGENT][NEUTRAL] OK, thank you. Give me a moment to uh get the member's information pulled up, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and [PII], any information that is provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so how I, I do show that Mr. [PII] is the subscriber on this dental plan and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And as of now, there is no history on file for him?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would like a fax back of his benefits?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. One moment, let me get that pulled up.
[AGENT][NEUTRAL] Does it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] No, it doesn't have to be.
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that fax again. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, so I have just sent that uh fax to you, [PII], and if you will file a claim with APO once it has been processed, we do have a portal that you should be able to check his claim status in as well and the website for that is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, secured. [PII].
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, and OK, so when I'm filing this, what should I use is a subscriber ID?
[AGENT][NEUTRAL] That's 02624031.
[CUSTOMER][NEUTRAL] The policy, OK, OK, thank you, OK.
[AGENT][POSITIVE] Yes, ma'am. Well, you're welcome. And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that is it thank you so much.
[AGENT][POSITIVE] OK, well, you're very welcome and thank you again for calling APL. I hope you have a nice evening.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Yes ma'am thank you bye bye.
[CUSTOMER][POSITIVE] Thank you