AccountId: 011433970860
ContactId: fecbaa49-e8c6-4b93-9f1a-5fa300854f67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279850 ms
Total Talk Time (AGENT): 134209 ms
Total Talk Time (CUSTOMER): 75883 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/fecbaa49-e8c6-4b93-9f1a-5fa300854f67_20250424T18:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi, I just had, yes ma'am, I just had a couple of quick questions about a patient's policy.
[AGENT][NEUTRAL] How can I help you?
[AGENT][NEUTRAL] OK, you have questions regarding, is it benefits? What type of questions?
[CUSTOMER][NEUTRAL] Um, I was just wondering if there was any history on file as well as if I could get the group number for a patient's plan.
[AGENT][NEUTRAL] OK, is this related to a dental policy?
[CUSTOMER][NEUTRAL] Dental, yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] 02617343
[AGENT][POSITIVE] OK, thank you, [PII] one.
[AGENT][NEUTRAL] Um while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][POSITIVE] Thanks
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII]. I'm sorry, you said you were needing history and what else for this number?
[CUSTOMER][NEUTRAL] The uh history and the group number.
[AGENT][NEUTRAL] The group number?
[AGENT][NEUTRAL] OK, so any information I 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] Mhm.
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So yes ma'am. um OK, so he is the subscriber. There is no history on file for him.
[AGENT][NEUTRAL] And this policy, um, group number is gonna be 70056.
[CUSTOMER][NEUTRAL] OK, and I just have one more question.
[CUSTOMER][NEUTRAL] Um, so I do know there's no coverage for major. What about basic restorative diagnostic and preventative?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that is, did someone have you already called and someone sent you a fax back?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] And all of that information is on page one for this member's plan.
[AGENT][NEUTRAL] It's on the first page where his name.
[CUSTOMER][POSITIVE] Oh, I see it print in front and back. I'm so sorry. I didn't even see that.
[AGENT][NEUTRAL] That's it.
[AGENT][NEUTRAL] That's OK. I was just making sure you did get the, you know, get all of the pages that you should have received, but those are the covered services listed under this plan.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] And then um I don't know if they told you or not when you called earlier [PII] but if um I'm sorry if you all end up filing a claim with APL once it has been processed, we do have a portal that you should be able to check claim status in once the claim has been reviewed and the website for our portal is.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry you cut out. Would you repeat that for me?
[AGENT][NEUTRAL] Secured. [PII].
[CUSTOMER][NEUTRAL] That was [PII]?
[AGENT][NEUTRAL] Yes, ma'am. That's our website that you should be able to check claim status and once it has been processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am well thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. And is there anything else, [PII] I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that would be all.
[AGENT][POSITIVE] All right. Well, thank you so much then for calling APL and I hope that you have a very nice afternoon.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Yes, ma'am, and thank you too. Bye-bye.