AccountId: 011433970860
ContactId: 2f5f8356-d898-451b-8602-9cd2e7893e68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140320 ms
Total Talk Time (AGENT): 85732 ms
Total Talk Time (CUSTOMER): 42574 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/2f5f8356-d898-451b-8602-9cd2e7893e68_20250108T20:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify a patient's dental benefits.
[AGENT][POSITIVE] Yes ma'am. I'll be glad to help you. Go and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII]. The number is 614-626.
[AGENT][NEUTRAL] All right, [PII], thank you for that. And while I'm pulling this information up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, thank you for all that information down and what's your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Well, thank you so much for all that information. It looks like [PII] is the insured on this dental plan to show her original effective date. It's [PII] excuse me, [PII] current policy is active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want to verify those benefits. Are you needing to fax back a benefit today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] A fax pack would be great.
[AGENT][POSITIVE] Yes, ma'am. Give me a good fax number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright then, I'm gonna repeat that fax in my back, make sure that I'm keying this in correctly. That's area code [PII]. Was that your correct fax number?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alrighty you should have this very detailed facts back a benefit in just a couple of minutes. Now it is very detailed. Each procedure code will tell you the exact amount that APL pays per code, OK?
[CUSTOMER][NEUTRAL] And um because I have the same.
[CUSTOMER][NEUTRAL] I don't really have a group number um.
[CUSTOMER][NEUTRAL] Is it select dental 2 LA 0600 OK alright well I'll be looking for that fax.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh, yeah, OK.
[AGENT][POSITIVE] Alright, it should be there in just a couple of minutes, then, is that all I can help answer for you today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That is. Thank you so much.
[AGENT][POSITIVE] OK. Yes, ma'am and thank you for calling APO. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.