AccountId: 011433970860
ContactId: 006f53ef-ef65-4e72-a17c-893dd08164da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228520 ms
Total Talk Time (AGENT): 108878 ms
Total Talk Time (CUSTOMER): 45409 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/006f53ef-ef65-4e72-a17c-893dd08164da_20250411T20:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling from Dentistry. I'm trying to verify a patient's benefits, please.
[AGENT][NEUTRAL] OK, I can help you with the dental benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have the social.
[AGENT][NEUTRAL] OK, we can use the social.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, hold on one moment, I'm just waiting for the policies to come up, you said dental here it is.
[AGENT][NEUTRAL] All right, so I'm just waiting for the dental policy to come up and can you verify his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I um I'm showing the policy number is 231-3819.
[AGENT][NEUTRAL] The policy has been active since [PII]. Let me see what type of policy they have. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I have the fax back here and did you need a copy of the fax back or did you have particular questions?
[CUSTOMER][NEUTRAL] Yes, please if I can get a fax back.
[AGENT][NEUTRAL] Oh, sure. What's the um good fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And should I put attention [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, and on the fax back you'll see the calendar year max and deductible, all of the percentages and waiting periods for major, um, any frequencies, exclusions, limitations, all the ways to file a claim, and then there's a list of covered codes that the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] OK, and can you verify the group name and number for me please?
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] So the group number is 25023.
[AGENT][NEUTRAL] The group name is Universal Trucking Quantic, Q U A N.
[AGENT][NEUTRAL] ITX.
[AGENT][NEUTRAL] Quanics
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I do believe I do have everything.
[AGENT][POSITIVE] All right, well, I am faxing this over to you now, just hit the send button, so you should be receiving that shortly. If you have not received it by end of day today, you can definitely give us a call back. We'll be more than happy to resend it for you.
[CUSTOMER][POSITIVE] OK, thank you so much for your help today.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that would be all.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.