AccountId: 011433970860
ContactId: 1c010c6b-0437-48c4-ac50-443d3e5af904
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332160 ms
Total Talk Time (AGENT): 140992 ms
Total Talk Time (CUSTOMER): 50534 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/1c010c6b-0437-48c4-ac50-443d3e5af904_20250306T14:19_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] Hi, my name is [PII]. I'm with Valley Park Dental Care and I was calling to see if I could get a fax back of a patient's benefits.
[AGENT][NEUTRAL] OK, [PII], you're needing a backpack of benefits on a dental plan, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] Is 02586225.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Still pulling up the information.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, and [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Is [PII] uh date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this general policy, [PII]. It is active with an effective date of [PII]. And will this fax back need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Nope, it'll just come right to me.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Well, give me one second. I'm having some, I'm having some typo issues for my personal self this morning, [PII].
[AGENT][NEUTRAL] One sec. Uh.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and what is a good fax number that I can send this to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So again, that is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I have just sent that to you, [PII], so provided that there's not any type of technical glitch, you should be receiving that within the next few minutes. Also, on this fax back, anything that is not listed means it would not be covered.
[AGENT][NEUTRAL] Under this policy and then once if you all file a claim with us, and once we have processed that claim, we do have a portal, [PII], that you should also be able to check claim status in and our portal website is [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we do not have any history on file for this number at this time.
[CUSTOMER][POSITIVE] Perfect. Is there any waiting period?
[AGENT][NEUTRAL] No, there is not. And that information will also be on the facts back for the covered, you know, like I said, covered expenses categories, and anything not listed isn't covered.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Got it. um, would there be a reference number for the call?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] And I'm sorry, what did you say your name was again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][POSITIVE] Well, you are certainly very welcome [PII]. So if that's all I can help you with, thank you again for calling APL and I hope that you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye.