AccountId: 011433970860
ContactId: e14008cf-1830-49c9-b43b-9ce408414e82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257250 ms
Total Talk Time (AGENT): 99192 ms
Total Talk Time (CUSTOMER): 52661 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/e14008cf-1830-49c9-b43b-9ce408414e82_20250107T18:18_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] Hi [PII], my name is [PII]. I'm calling on behalf of Bailey Dental Group, and I'm looking to get updated benefits on a patient, please.
[AGENT][NEUTRAL] OK, [PII], you're needing a fax back of benefits on a member, is that correct? Yes, ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yes, please. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number that you're calling about please.
[CUSTOMER][NEUTRAL] Yep, I have 02466415.
[AGENT][POSITIVE] Thank you one moment please.
[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 the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So she is the subscriber on this policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, and has the patient used anything for this year?
[AGENT][NEUTRAL] As of now for this calendar year, no.
[CUSTOMER][POSITIVE] OK perfect thank you so much that's all I needed today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you don't need the actual fax back?
[CUSTOMER][NEUTRAL] Oh yeah sorry yep the text back will be.
[AGENT][NEUTRAL] OK, so, alright, so give me just one second to get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] you know.
[AGENT][NEUTRAL] And will this facts need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] speaking how may I help you?
[AGENT][NEUTRAL] And what is your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back to you. [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so I have just um sent that to you so provided that there's not any type of technical hiccup, you should be receiving that within the next few minutes and anything that's not on that back fact, [PII] means it would not be covered under the plan.
[AGENT][NEUTRAL] And then also I don't know if you already have our website portal in which you can check claim status and have access to the EOB once the claim is processed, but that website is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] Well, you are certainly very welcome. So if that's all I can help you with, uh, thank you again for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.