AccountId: 011433970860
ContactId: 3d8b4553-dbab-4774-9469-c2ce203bfb7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189119 ms
Total Talk Time (AGENT): 75818 ms
Total Talk Time (CUSTOMER): 84713 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/3d8b4553-dbab-4774-9469-c2ce203bfb7b_20250515T18:35_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] Hi, [PII]. Uh, my name is [PII]. I am calling um.
[CUSTOMER][NEUTRAL] To check on some benefits for patients.
[AGENT][NEUTRAL] OK. Well, I can help you with the benefits and may I have a good contact number in case we're disconnected and just for my notes, can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, uh, phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, and you said benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes. It is um 01972556.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [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. And I am showing the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today? Well, did you need a copy of the fax back?
[CUSTOMER][NEUTRAL] [PII]. Is this a secondary plan, um, or is it primary plan for the patient?
[AGENT][NEUTRAL] So, for the dental policy, this, there's no coordination of benefits on this one. however, we received the claim, we'll go ahead and process it.
[CUSTOMER][NEUTRAL] OK, so it's a dental uh plan and there's no coordination of benefits.
[CUSTOMER][NEUTRAL] All righty. And um can I have the um the address or uh or payer ID and the address where um claims are filed?
[AGENT][NEUTRAL] Sure, mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And the payer ID?
[AGENT][NEUTRAL] It's 60.
[AGENT][NEUTRAL] 80.
[CUSTOMER][NEUTRAL] 60
[AGENT][NEUTRAL] One.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All righty. um.
[CUSTOMER][POSITIVE] That's um that's what I needed to know. I have um all the rest of the information that I need.
[CUSTOMER][NEUTRAL] Um, thank you very much, [PII]. Is there a reference number for a call?
[AGENT][NEUTRAL] You're very welcome. Well, there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Excellent. Thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.