AccountId: 011433970860
ContactId: e8602778-acb5-4ffd-879a-bcee624b010b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255220 ms
Total Talk Time (AGENT): 136885 ms
Total Talk Time (CUSTOMER): 92399 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/e8602778-acb5-4ffd-879a-bcee624b010b_20250220T19:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was just calling for eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK [PII], you're needing eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with those things. and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is the member's policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Policy number I have is 02588850.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] This is for dental Marrilla?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with this, and on our dental policies we have 5 backs of the member's benefits, so I can send you that that will have everything on it, uh, regarding the coverage for this number. Yes, ma'am. Just one moment please while I get her information pulled up.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so first off, [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII], last name [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show that he is a subscriber on this plan. This policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is a good fax number that I can send this to [PII]?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, you can put it to my attention.
[AGENT][NEUTRAL] [PII], two words?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Um, it's, it's actually, it's actually [PII]
[AGENT][NEUTRAL] [PII], I'm sorry. OK, I misunderstood. OK.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] But is it one word or two?
[CUSTOMER][NEUTRAL] One word.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and again, your fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, so I have just sent it to you, [PII]. Any information that is not anything not on the fax back means it would not be covered under this member's policy. And then once we have processed our claim here at APL, we do have a portal in which you should be able to check claim status and have access to our EOB and our portal website that you would go to for that is secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect and then I can you just confirm the claims address for me?
[AGENT][NEUTRAL] And he
[AGENT][NEUTRAL] 15 minutes it's also on the fax back that you can go ahead if you want me to do that.
[CUSTOMER][NEUTRAL] Yeah, um, I have [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, and that's the correct claims address?
[AGENT][NEUTRAL] Yes, I, uh-huh, it is.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEGATIVE] And again, and there's also no history on file for him either.
[CUSTOMER][NEUTRAL] Alright, so I guess that's just mhm.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK. And is there anything else, [PII] that I could help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, no, that would be it. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] Well, you are certainly very welcome and thank you again for calling APL. I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.