AccountId: 011433970860
ContactId: 3dc6e510-74ec-434c-b738-2f584ea7b2ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214240 ms
Total Talk Time (AGENT): 106542 ms
Total Talk Time (CUSTOMER): 47654 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/3dc6e510-74ec-434c-b738-2f584ea7b2ae_20250303T18:27_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] Hi, this is [PII] calling from Tiger Family Dental. I need to get a benefit breakdown faxed to me for a patient, please.
[AGENT][NEUTRAL] OK, [PII], you're needing a pack of a dental plan, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] It is 02344624.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber, Haley on this general policy and it is active with an effective date of [PII].
[AGENT][POSITIVE] And give me just one moment to get his facts that pulled up and I'll be happy to send that to you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what is a good fax number, Halo, that I can send this to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] You don't have to that's fine.
[AGENT][NEUTRAL] OK. All right. Just one moment please.
[AGENT][NEUTRAL] And again, that fax number is going to be [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, it is so.
[AGENT][NEUTRAL] OK, alright, [PII], well I have just sent that to you so provided there's not any type of technical glitch, you should be receiving that very shortly and then [PII], once you all have filed your claim with APL, we do have a portal that you should be able to check claim status in and our website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Can I get a reference number to list for our call?
[AGENT][NEUTRAL] All right, well let's
[AGENT][POSITIVE] Yes, ma'am, you will actually use my name along with today's date.
[AGENT][NEUTRAL] And is there anything else I can help, [PII]?
[CUSTOMER][NEUTRAL] OK, and what was your name again?
[CUSTOMER][POSITIVE] [PII] awesome thank you so much.
[AGENT][POSITIVE] Yes ma'am. All right. So is that all I can help you with today?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] OK, [PII]. Well then, thank you again for calling APL. Have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.