AccountId: 011433970860
ContactId: f8c37902-f240-4c5a-aacc-6edd3af9f937
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235589 ms
Total Talk Time (AGENT): 127683 ms
Total Talk Time (CUSTOMER): 39587 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/f8c37902-f240-4c5a-aacc-6edd3af9f937_20250107T13:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just calling to verify patients benefits.
[AGENT][NEUTRAL] OK, you're needing to verify benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mhm, thank you, and [PII], what is the member's policy number? Oh, well, first off, I'm so sorry, what is your callback number? I'm getting ahead of myself.
[CUSTOMER][NEUTRAL] That's OK, uh, [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is 01991706.
[AGENT][POSITIVE] Thank you, one moment please.
[AGENT][NEUTRAL] OK. And [PII], any information that I do provide for you today 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's name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] OK, so I do see that he, and this is for dental that you're needing benefit information?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, so this plan is after he is a dependent on this policy and the effective date on it is [PII]. And on our dental policies, [PII], we do send fax backs of the member's benefits and anything not on this fax back means it would not be covered under the plan.
[AGENT][NEUTRAL] Are you needing benefit information for him, you said?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes. Mhm.
[AGENT][NEUTRAL] OK, so what is a good fax number that I can send this to?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[AGENT][NEUTRAL] OK, so give me just a moment to get that information pulled up so that I can send that to you, OK?
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Uh, thank you, and again that fax number is [PII]. Is that is that correct?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then also [PII] one additional thing is we also have a portal in which you can create a profile to have access to the claim status and EOB once the claim has been processed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that website that you would go to to set that up is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I just sent that to you so provided that there's not any type of technical hold up, you should be receiving your fax back within just uh the next several minutes or so.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, well then thank you again for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye.