AccountId: 011433970860
ContactId: 374d425f-f560-48da-96ee-33f18417478e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222199 ms
Total Talk Time (AGENT): 122054 ms
Total Talk Time (CUSTOMER): 70535 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/374d425f-f560-48da-96ee-33f18417478e_20250102T20:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] with South Georgia Dentistry, and I was calling to see if I could, uh, verify some benefits, pretty please.
[AGENT][NEUTRAL] OK, [PII], you're needing to get a fax back of benefits for one of our members?
[CUSTOMER][POSITIVE] Please, that would be awesome.
[AGENT][POSITIVE] Sure. Yes, ma'am. I can certainly help you with that. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the member's policy number?
[CUSTOMER][NEUTRAL] I have 00948953.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hm, I got a recent bridge lower anteriors.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. [PII], what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I do show that he is a subscriber on this dental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And will this fact that need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Um, sure.
[AGENT][NEUTRAL] It does need to have your name on it?
[CUSTOMER][POSITIVE] Well, it, it, it that doesn't really matter. I'm sitting right here at it, so it'll be perfectly fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Either either way, OK, well, look, that's fine. I can put it on there.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is your fax number, please, [PII], that I can send this to?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[AGENT][NEUTRAL] OK, I'm just gonna repeat that back to you. That's [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, well, I have just sent that to you and then a couple of additional things [PII] are really just one. I don't know if you're familiar with that we have a portal in which you can set up a profile to check claim status once we've processed the claim and you can do that by going to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] You can access the EBs from there as well.
[CUSTOMER][NEUTRAL] OK, and I could um also check benefits?
[AGENT][NEUTRAL] Well, I just sent you the benefits. Now, you can check claim status once we've processed the claim.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, at the secured at the website that you gave me? OK.
[AGENT][NEUTRAL] Uh-huh. Yes, ma'am, secure. [PII]. You just create yourself a username and a password.
[CUSTOMER][POSITIVE] OK, OK, sounds great thank you so much.
[AGENT][POSITIVE] There? Yes, ma'am. All right. Well, you are certainly welcome. And can I help you with anything else today?
[CUSTOMER][MIXED] I don't think so, [PII]. I do appreciate it.
[AGENT][POSITIVE] Well, you're certainly welcome. And thank you again, [PII], for calling APL. I hope you have a great afternoon and happy New Year.
[CUSTOMER][POSITIVE] Thank you you do the same thank you bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.