AccountId: 011433970860
ContactId: 329a94c9-a809-44bd-9d51-4d59c5869510
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246190 ms
Total Talk Time (AGENT): 91822 ms
Total Talk Time (CUSTOMER): 97341 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/329a94c9-a809-44bd-9d51-4d59c5869510_20250514T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am trying to figure out if a patient has dental benefits through you guys.
[AGENT][NEUTRAL] Sure, I can help you with eligibility. Can I get your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And where are you calling from?
[CUSTOMER][NEUTRAL] Uh, Jocelyn Smile Center.
[AGENT][NEUTRAL] OK, and can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And did they give you a policy number?
[CUSTOMER][NEUTRAL] So the the one I have oh policy number, the one I have here is 01834010.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment while I look that up.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] So my actual patient's name is um [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I am showing that this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Is there anything else that you, that I can help you with?
[CUSTOMER][NEUTRAL] Can I get a breakdown of our benefits or can I get a back of the benefits?
[AGENT][NEUTRAL] Sure, I can give you a fax back.
[AGENT][NEUTRAL] Do you have a fax number I can?
[CUSTOMER][NEUTRAL] OK, it's now it's
[CUSTOMER][POSITIVE] Yes I do.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I just wanna make sure.
[AGENT][POSITIVE] And I can definitely send that to you. I, go ahead.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Oh no, I'm sorry, um, would that fax include like the address and the, um, you know, electronic payer ID number so that we can do electronic claims or.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Because we have nothing about this insurance company at all at our computer, so this one's a new one for us.
[AGENT][NEUTRAL] Sure, and you can also it might also help um after I send you this fax back um there will be information in that email um you can uh you can um.
[AGENT][NEUTRAL] Get an account through our online service portal which is at [PII]. I'll make sure to put it in that email as well and you'll be able to submit claims, check claim status, um, and you should be able to see um these dental fax backs as well.
[CUSTOMER][NEUTRAL] Is there a way to see what.
[CUSTOMER][NEUTRAL] medication
[CUSTOMER][NEUTRAL] I did not
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] And so that might make it easier for you. I'll, I'll still send you this fax back.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Awesome, oh, I see it here.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][POSITIVE] Great, and is there anything else I can help you with before I send this to you?
[CUSTOMER][NEUTRAL] Uh, nope, that was it.
[AGENT][POSITIVE] Alright, thank you so much have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK great thank you bye bye.
[AGENT][NEUTRAL] Right, right, bye.