AccountId: 011433970860
ContactId: 3ee7b628-f04f-40d7-aed7-2ed75197d066
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301339 ms
Total Talk Time (AGENT): 150096 ms
Total Talk Time (CUSTOMER): 63514 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/3ee7b628-f04f-40d7-aed7-2ed75197d066_20250425T14:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from AG Family Dentistry. Um, I was trying to get some benefits up for a patient here.
[AGENT][NEUTRAL] OK. I'm so sorry. What did you say your name was again?
[CUSTOMER][NEUTRAL] [PII] from AG Family Dentistry.
[AGENT][NEUTRAL] OK, [PII], and you're needing benefit information for a member, is that correct? On a dental policy?
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And [PII], on our dental policies, we have facts backs of the members' benefits that I will send to you and that will have all of their information on there as well as far as their covered benefits.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] All right. So first off, what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Uh, policy number is 604322.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, [PII], any information that I do provide 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] His name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, what did you say the last name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm, can you spell it for me? Because I'm not showing [PII] is the last name.
[CUSTOMER][NEUTRAL] Um, it's [PII] Oh yes, I'm sorry. Yes, ma'am, [PII]. I'm sorry.
[AGENT][NEUTRAL] [PII]. OK. [PII]. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so just one moment.
[AGENT][NEUTRAL] OK, so I do show he is the spouse of the subscriber on this policy and this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And if you'll give me a moment, uh, [PII], I will get this fax back pulled up so that I can send this information to you.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Um, that's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so one moment.
[AGENT][NEUTRAL] OK, and what is a good fax number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, again, that is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, so I have just sent that to you, so you provided there's not any type of technical mishap, you should be receiving that within just the next several minutes.
[AGENT][NEUTRAL] And [PII], you may already be aware of this, but if you all end up filing a claim with us for him once it has been processed, we do have a portal in which you should be able to check claim status.
[AGENT][NEUTRAL] And our portal website is located at [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And we do not have any history on file for him since [PII].
[CUSTOMER][POSITIVE] OK, alrighty perfect.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] And is there anything else, [PII] that I could help you with this morning?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I think that would be all.
[AGENT][POSITIVE] OK then well if that's all I can help you with, thank you again for calling APL. I hope you have a great day and a great weekend also.
[CUSTOMER][POSITIVE] You too thank you very much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.