AccountId: 011433970860
ContactId: e6202b20-67f2-4c2f-9036-e7aa6535ea50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403869 ms
Total Talk Time (AGENT): 160198 ms
Total Talk Time (CUSTOMER): 103771 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/e6202b20-67f2-4c2f-9036-e7aa6535ea50_20250617T20:09_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] Uh, yes, I'm trying to see if I can get a fax or a verification and history of a patient.
[AGENT][NEUTRAL] OK, are you're needing is this for dental?
[CUSTOMER][NEUTRAL] Yes, for dental.
[AGENT][NEUTRAL] OK, and you're needing a fax back of the benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 018315007
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the information sharing that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] OK, so I do show that [PII] is a dependent on this policy and this policy is active and the effective date on the plan is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, in just a moment.
[AGENT][NEUTRAL] Let me get the facts I pulled up.
[CUSTOMER][NEUTRAL] And will it have history on there?
[AGENT][NEUTRAL] It will not. This has all the covered benefits and anything not on here is not covered. I can check history for you.
[CUSTOMER][NEUTRAL] No? OK.
[AGENT][NEUTRAL] Um, give me a moment to send you the fax, so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And will it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Yes, it does need to have your name on it.
[CUSTOMER][NEUTRAL] No, it doesn't have to.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what is your fax number please, [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can I get
[CUSTOMER][NEUTRAL] And I just need to see if there's history for preventative and sea.
[AGENT][NEUTRAL] And again that is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Did you see the data service.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] a
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me hold.
[AGENT][NEUTRAL] OK, and what is the first code that you would like for me to check for history?
[CUSTOMER][NEUTRAL] Um, a 1351.
[AGENT][NEUTRAL] 1351.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] If there's any history on any teeth?
[AGENT][NEUTRAL] The last data er yes, there is, and 12, excuse me, [PII].
[AGENT][NEUTRAL] Is the last day of service.
[CUSTOMER][NEUTRAL] [PII] OK let me write this down. OK, so [PII] to [PII] and what teeth number?
[AGENT][NEUTRAL] Uh-huh. [PII], 1914.
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And prior to that, it was [PII].
[AGENT][NEUTRAL] And [PII] was also included.
[CUSTOMER][NEUTRAL] OK, is there any 0O or FMX history?
[AGENT][NEUTRAL] You'll have to provide me the code for me to um check that for you.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, yeah, yeah, no worries, it's 0330.
[AGENT][NEUTRAL] Uh, that was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I'll just wait for the panel, I mean, for the, the, um, fax for you.
[AGENT][NEUTRAL] For the, the facts, OK, so it has.
[CUSTOMER][NEUTRAL] Try to do two things at once.
[AGENT][NEUTRAL] We're talking about, hey, you know, it's it's OK, um, so that has been sent and then if you all end up filing a claim with us for him, [PII], once the claim has been processed by APL, we do have a portal that you should be able to check claim status in and the website that you would go to to register for that is secured.
[CUSTOMER][NEUTRAL] Mm, right, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I appreciate it.
[AGENT][POSITIVE] All right. Well, you're welcome. It was my pleasure in helping you today. Can I help you with anything else?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That'll do.
[AGENT][POSITIVE] All right. Well then again, thank you for calling and I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye bye.