AccountId: 011433970860
ContactId: 297905d9-95dd-493d-b628-b9ecd62e6ad5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236020 ms
Total Talk Time (AGENT): 97341 ms
Total Talk Time (CUSTOMER): 40958 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/297905d9-95dd-493d-b628-b9ecd62e6ad5_20250310T19:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I just need to get a fax of the fee schedule for a patient.
[AGENT][NEUTRAL] You're calling on a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're needing a fax back of the benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Ma'am, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 00613136
[AGENT][POSITIVE] OK, [PII], thank you. Give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information [PII] 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?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show she is the subscriber on this dental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] of [PII].
[AGENT][NEUTRAL] And on the facts, well, does it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] Um, no, I can just, it's not necessary.
[AGENT][NEGATIVE] It's not OK.
[AGENT][NEUTRAL] One moment, please.
[AGENT][NEUTRAL] And what is a good fax number please [PII], that I can send this to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm just gonna repeat that back to you. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Well, I have just sent that to you, [PII], so you should be receiving that within just the next several minutes unless there's some type of technical mishap, but hopefully that will not be the case.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] OK, well, you're very welcome and then one last thing, [PII], once the claim has been filed and processed by APL, we do have a portal in which you can check claim status and our portal website is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You emailed it.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Well, you are very welcome. So is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that is all.
[AGENT][POSITIVE] OK, well then thank you again for calling APL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye-bye.