AccountId: 011433970860
ContactId: 3508a7af-c674-42d3-bf9a-5a69f2460df9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249699 ms
Total Talk Time (AGENT): 93037 ms
Total Talk Time (CUSTOMER): 75214 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/3508a7af-c674-42d3-bf9a-5a69f2460df9_20250603T21:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I need to see if I can get a um a fax of a patient's dental benefits.
[AGENT][NEUTRAL] Sure, I can fax you over a fax back. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, I only have his social because he didn't have any. OK, um, it's [PII].
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] [PII]. Am I missing a number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oop hang on
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify his first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, my first name [PII], last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So let me give you the policy number.
[AGENT][NEUTRAL] So it's 151562821.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Should I put attention [PII]?
[CUSTOMER][NEUTRAL] Um, yeah, that's fine.
[AGENT][NEUTRAL] Alright, let me see what type he has. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so I'll go ahead and fax this over to you now. Did you have any questions about the fax back?
[CUSTOMER][NEUTRAL] Um, just any history, um, and.
[CUSTOMER][NEUTRAL] Like a waiting period or missing tooth cloths.
[AGENT][NEUTRAL] OK, hold on one second, it's coming up now.
[AGENT][NEUTRAL] Alright, so there is a missing, there is a missing tooth clause. Um, there is a waiting period, but the waiting period has already been satisfied. It was 12 months from when the policy became effective.
[AGENT][NEUTRAL] And this has been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um let me see, any history. Do you have any colds?
[CUSTOMER][NEUTRAL] Of like a FMX yeah a D 0210.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not showing um any history for um 0210.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want me to check any others?
[CUSTOMER][NEUTRAL] Um, no, that's it, um, and you're, you're gonna send the fax?
[AGENT][POSITIVE] Yes, I am waiting for it to pop up so I can attach it and fax it over to you.
[CUSTOMER][POSITIVE] OK perfect no that's all I need and I'll call back if there's anything else I need.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alrighty, [PII]. Well, thank you so much for calling APL. You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Alright thank you so much.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.