AccountId: 011433970860
ContactId: 35d625d9-7de3-48ff-811f-8555e577e776
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231559 ms
Total Talk Time (AGENT): 114653 ms
Total Talk Time (CUSTOMER): 59572 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/35d625d9-7de3-48ff-811f-8555e577e776_20250415T12:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII], and I was hoping to get a fax of an EOB this morning for a dental claim, please.
[AGENT][NEUTRAL] OK, well, I can help you with the um facts, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. That's gonna be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's gonna be 01937496.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $288.
[AGENT][NEUTRAL] OK hold on one moment.
[AGENT][NEUTRAL] This is for camera.
[AGENT][NEUTRAL] Alright, and [PII], do you mind if I place you on just a brief hold while I pull the claim?
[CUSTOMER][POSITIVE] Sure, thanks.
[AGENT][NEUTRAL] Alright, hold on one moment, you're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let me do it like this.
[AGENT][NEUTRAL] 332-3357.
[AGENT][NEUTRAL] Because it's only these 230 no, it's 30 no, it's 25274 17 that's 1 and 2. OK, wait a minute.
[AGENT][NEUTRAL] Um, I'll do the 357 1st. Let's see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] 288 is the other one.
[AGENT][NEUTRAL] 288 because it's not 357417. That was denied anyway.
[AGENT][NEUTRAL] So it's the other one. It's not this one, it's this one.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][POSITIVE] Alright, hey, thank you so much for holding. I apologize for that wait, and I have the claim here. Um, what's a good fax number for you to send the explanation of benefits to?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, it's going to be 918.
[CUSTOMER][NEUTRAL] 3101056
[AGENT][NEUTRAL] OK, should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alrighty, well, I am sending this, um, I was gonna say fax back. I'm sorry, I'm sending this explanation of benefits over to you now. Um, so if you don't receive it by end of day today, um, I would definitely say to give us a call back and we can resend it, but we usually say about an hour.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and can I get your first name again, please?
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] OK, and can I get a reference number, [PII], please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, and how do you spell your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Great. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] That's all. Thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You too. Bye bye.