AccountId: 011433970860
ContactId: d7d15708-4f5b-4304-9c71-cd0ae4322f0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251509 ms
Total Talk Time (AGENT): 126018 ms
Total Talk Time (CUSTOMER): 71288 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/d7d15708-4f5b-4304-9c71-cd0ae4322f0c_20250220T20:25_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] Hey [PII], my name is [PII] with South Georgia Dentistry, and I was calling to verify benefits please.
[AGENT][NEUTRAL] OK, [PII], did you say this is for a dental policy?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that, and [PII], on our dental policies, we have fax backs of the member's benefits that I will send to you. Mhm. And everything is on that fax back except for history and anything not on the fax back would not be covered.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][POSITIVE] So yes, I can help you with this. So what is a good callback number for you first off?
[CUSTOMER][POSITIVE] OK, sounds right.
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it would be.
[CUSTOMER][NEUTRAL] 948959
[AGENT][NEUTRAL] 948959.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just one moment while the information is loading, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And 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, [PII], and their date of birth?
[CUSTOMER][NEUTRAL] It would be [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey, this is [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, so now you wanna go ahead and get scheduled for today.
[AGENT][NEUTRAL] OK, so I do show that she is covered under this policy and the policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And allow me one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] We're gonna call the medicines in for you, so what pharmacy did they give you?
[AGENT][NEUTRAL] And what is a good fax number that I can send this to?
[CUSTOMER][NEUTRAL] Would be [PII].
[AGENT][NEUTRAL] OK. And does it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] No, that's not necessary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] No that'll be.
[AGENT][NEUTRAL] OK, again, that fax number is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, so I have just sent that to you, so provided there's not any type of technical issue, you should be receiving that momentarily, um, and again, anything not on the fact that means it would not be covered. Once you all have filed a claim and it's been processed by APL, Denise, we do have a portal that you should be able to check claim status on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also have access to our EOB and our website for that is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, do you have any other questions? Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't think so. I do appreciate it, [PII]. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. So thank you again for calling APL and I hope you have a nice uh rest of your afternoon.
[CUSTOMER][POSITIVE] Thank you you do the same.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Bye bye.