AccountId: 011433970860
ContactId: 1b7df03c-27de-4ed6-b60b-32e42784def5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239710 ms
Total Talk Time (AGENT): 102472 ms
Total Talk Time (CUSTOMER): 55506 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/1b7df03c-27de-4ed6-b60b-32e42784def5_20250505T13:22_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] Hello, I was wanting to get a benefit breakdown for a patient.
[AGENT][NEUTRAL] OK, you need it, is it, I'm assuming this is for a dental policy that you're calling about?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] Hey, you need to fax back of their benefits.
[CUSTOMER][NEUTRAL] Um, does it have all the frequencies on there?
[AGENT][NEUTRAL] It does. Mhm.
[CUSTOMER][NEUTRAL] OK, we can go ahead and get it faxed back.
[AGENT][NEUTRAL] OK, and who am I speaking, but I can help you with this, and who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's [PII] option 2.
[AGENT][NEUTRAL] And the patient's policy number, please, [PII].
[CUSTOMER][NEUTRAL] It is 02574705.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you one moment please while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and [PII], again, any information provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. It's [PII] and then [PII], [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show here is a subscriber on his dental policy, [PII], and it is active with an effective date of [PII].
[AGENT][NEGATIVE] There is no history on file with us for him.
[AGENT][NEUTRAL] Currently, and what is a good fax number that I can send this to?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, that was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] All right, well I have just sent that to you so you should be receiving that very soon and then if you all end up filing a claim with us for him, [PII], we do have a portal in which you should be able to check claim status once we have processed our claim, and that website for the portal is located at [PII].
[CUSTOMER][POSITIVE] Alrighty thank you so much you have a nice day.
[AGENT][POSITIVE] Well you, yes, ma'am, you too. Is there anything else I could help you with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No ma'am, that was all.
[AGENT][POSITIVE] OK. Well then, thank you again, [PII] for calling APL. Have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.