AccountId: 011433970860
ContactId: 216cb563-f8ab-4b76-9773-ddef48a590e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315850 ms
Total Talk Time (AGENT): 131851 ms
Total Talk Time (CUSTOMER): 40662 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/216cb563-f8ab-4b76-9773-ddef48a590e1_20250618T18:43_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. I am, my name is [PII]. I'm trying to verify dental benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], you're trying to verify dental benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And [PII] on our dental policies, we have facts backs of the benefits for the member's plan that I will send to you that will have all the benefit information on there. OK, so first off, what is a good callback number for you please?
[CUSTOMER][POSITIVE] Oh, OK, great.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] Uh, is that like the ID number?
[AGENT][NEUTRAL] Mhm, it would, yes.
[CUSTOMER][NEUTRAL] Yeah, OK, 02622119.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and so any information that I did provide for you today would 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] It is [PII], birthday [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that she is the spouse of the policyholder on this policy and this policy is active with an effective date of [PII].
[AGENT][POSITIVE] And you'll give me a moment so I can get her fact that pulled up with her benefits. I'll be happy to send that to you.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] And does it need to be put to your attention, [PII], or will that not be necessary?
[CUSTOMER][NEUTRAL] No, that's not necessary. I'll come directly.
[AGENT][NEUTRAL] And, uh, let's see, uh, one second, I'm getting ahead of the system here.
[AGENT][NEUTRAL] OK, what is a good fax number for you, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back. [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well I have just sent that to you so provided there is not any type of technical glitch, you should be receiving that very soon and then [PII], if you all end up filing a claim with us for her once it has been processed, we do excuse me, we do have a portal.
[AGENT][NEUTRAL] In which claim status should be able to be checked and the website for our portal is located at [PII] again that's secured. [PII].
[CUSTOMER][POSITIVE] OK. Great. Thank you so much, [PII].
[AGENT][POSITIVE] OK. All right. Well, you are certainly very welcome and is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][POSITIVE] OK, well then thank you again for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you're welcome. Thank you too.
[AGENT][NEUTRAL] Bye-bye.