AccountId: 011433970860
ContactId: 17847f87-14ec-4e12-8bde-535a25809789
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210119 ms
Total Talk Time (AGENT): 88630 ms
Total Talk Time (CUSTOMER): 83117 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/17847f87-14ec-4e12-8bde-535a25809789_20250423T13:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII] calling from Fall Creek Dental. How are you?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you?
[CUSTOMER][NEUTRAL] Good, I'm just looking for a benefit breakdown for a patient.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one second. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] 877-2113
[AGENT][POSITIVE] Thank you and the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, the policy number is.
[CUSTOMER][NEUTRAL] 02592468
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII]. I gotta pull her back up here. Hang on.
[AGENT][POSITIVE] Mhm, take your time.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And let me see.
[CUSTOMER][NEUTRAL] OK, can you hang on just for one second here?
[AGENT][POSITIVE] Sure, take your time. Mhm.
[CUSTOMER][NEUTRAL] Sure, sorry, um, so our write off with the insurance company was more than we had anticipated, so she has a credit of 10,550.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Trying to see if.
[CUSTOMER][NEUTRAL] She wants that back or if she just wants to leave it on the account and just let me know when you get when you're done.
[CUSTOMER][POSITIVE] OK, OK, I'm back sorry.
[AGENT][NEUTRAL] No, you're fine. Um, so the policy has been active since [PII]?
[AGENT][NEUTRAL] And did you need a copy of the fax back faxed to you or you have questions about it?
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Um, I don't know any of the breakdown, so if you could.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Fax would that be on the fax back?
[AGENT][NEUTRAL] Both. OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Oh, sorry, I thought you were asking. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, would that be on the fax back the um the details and then the frequencies and everything?
[AGENT][NEUTRAL] Yes, so on the fax back you'll see the calendar year max, the deductible, all the percentages, frequencies, exclusions, all the ways to file a claim, and then there's a list of covered codes and um if the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][POSITIVE] OK perfect yeah if you could fax that to me that would be great.
[AGENT][NEUTRAL] Sure, and then let me check and see. I don't think there is any history, but just to make sure. Yeah, no, there's no history on file. OK, so what's a good fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and it's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, well, I am sending this over to you now. And was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Oh you too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.