AccountId: 011433970860
ContactId: f76184ef-f995-4c1d-81de-2f5b9ecba104
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264730 ms
Total Talk Time (AGENT): 126417 ms
Total Talk Time (CUSTOMER): 51648 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/f76184ef-f995-4c1d-81de-2f5b9ecba104_20250213T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling from a provider's office.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I was just calling to get a little bit of information about her policy.
[AGENT][NEUTRAL] OK, are you needing eligibility and benefit information, [PII]?
[CUSTOMER][NEUTRAL] Um, yes ma'am.
[AGENT][POSITIVE] Yes, I can help you with those things. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 01641196.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, and [PII], any information that is provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, so this is on a dental policy that you're needing information benefit information on, [PII], I mean for [PII]. OK, so [PII], for our dental policies, we have 5 backs of the member's benefits.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That I will send to you and anything not on that fact that means it's not covered under the member's plan. She is covered on this policy and it is active with an effective date of [PII], and that information will also be on your fax bag. So give me just one moment to get that information pulled up for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] And will the facts need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your fax number please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back to you. [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also [PII], once the claim has been processed by APL we do have a portal in which you should be able to check claim status and have access to our EOB.
[AGENT][NEUTRAL] And our portal website to register at is secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Secure. [PII].
[AGENT][POSITIVE] There, yes, there is a D though on secure, it's secured.
[CUSTOMER][NEUTRAL] Secured [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yes, ma'am. Uh-huh. [PII]. Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So is there and I have sent this fax back to you so provided there's not any type of technical issue you should be receiving that very shortly.
[CUSTOMER][POSITIVE] OK great thank you so much for your help.
[AGENT][POSITIVE] Alright, well, you are certainly very welcome. So if that's all I can help you with, and thank you again for calling APL today and I hope you have a great day, [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.