AccountId: 011433970860
ContactId: 01cf99ef-6851-4527-8ee6-aa8387ad0ce8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273140 ms
Total Talk Time (AGENT): 122293 ms
Total Talk Time (CUSTOMER): 65860 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/01cf99ef-6851-4527-8ee6-aa8387ad0ce8_20250114T13:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I wanted to get a fax back of a patient's benefits.
[AGENT][NEUTRAL] OK, you're needing a fax back on a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[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.
[AGENT][NEUTRAL] And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your, the member's policy number?
[CUSTOMER][NEUTRAL] Um, it's 01831564.
[AGENT][NEUTRAL] OK, thank you. Give me a moment to get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Scheduled for next [PII], um, in [PII].
[CUSTOMER][NEUTRAL] Out for an appointment that day you have to move that.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] 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, please?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hey, [PII], so she is the spouse on this policy and this policy is active with an effective date of [PII].
[AGENT][POSITIVE] And give me a moment to get her back that pulled up and I'll be happy to send that to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] What's the ear
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] We don't have
[AGENT][NEUTRAL] And [PII], how do you spell your name properly so that I don't mess that up in my notes?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] Oh look at me. I got it almost correct. OK. And does this fact that need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Um, no, that's not necessary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Looking
[CUSTOMER][POSITIVE] Alright thank you
[AGENT][NEUTRAL] And what is the fax number you would like this sent to?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, thank you. I'm gonna repeat that back. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], so I, I just sent this to you so provided that there's not any type of technical mishap, um, you should be receiving that within just the next several minutes.
[AGENT][NEUTRAL] And then also or have you ever been given our website so that once the claim has been processed, you can check claim status online and have access to our EOBs?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, I don't
[CUSTOMER][NEGATIVE] I don't believe so.
[AGENT][NEUTRAL] OK, so our portal website is secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then also anything not on this fact fact [PII] means it would not be covered under the policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright perfect thank you.
[AGENT][POSITIVE] Well, you are very welcome.
[CUSTOMER][NEUTRAL] No, you just
[AGENT][NEUTRAL] Come in. Is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] What for next
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, well then thank you very much for calling APO and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Oh