AccountId: 011433970860
ContactId: 42fb5f94-e877-4a55-9125-a12a95389d5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 605880 ms
Total Talk Time (AGENT): 203125 ms
Total Talk Time (CUSTOMER): 74339 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/42fb5f94-e877-4a55-9125-a12a95389d5c_20250422T13:12_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] Yes, I'm needing to get um some dental information on a patient.
[AGENT][NEUTRAL] OK. Are you needing a fax back of the benefits?
[CUSTOMER][NEUTRAL] Um, sure.
[AGENT][NEUTRAL] Uh, yes, ma'am, I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] a window
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and what is the member's policy number please?
[CUSTOMER][NEUTRAL] It is 214-6119.
[AGENT][NEUTRAL] OK, thank you. Give me a moment, [PII] to get the member's information pulled up please.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm sorry, it's taking a moment to load this information today, [PII], just a moment.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Well, it's gonna take more than a moment, [PII]. I'm so sorry.
[CUSTOMER][NEUTRAL] It's OK, it's fine.
[AGENT][NEUTRAL] OK, so any information that I do provide, I'll go ahead and do part of what I can. Any information that I provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. So I do say she is the subscriber on the single plan and yes ma'am, it is active with an effective date of excuse me, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But I'm gonna need to place you on a brief hold. Do you mind letting me place you on a hold?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] OK, thank you so much. So just one moment please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] [PII], thank you so much for holding for me and I apologize deeply about the delay. I was just having trouble getting one of my screens to
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It would not, it's just like it did not want to pull up for me this morning. OK. So, again, I did give you the effective date on this policy and let's give me just a moment.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what is a good fax number please ma'am that I could send this to?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Um, yes, you can, you can put it for [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back. [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, so I have just sent that to you and you should provided that there's not any type of technical mishap, be receiving that very soon.
[CUSTOMER][NEUTRAL] OK and then does that have history on it or could I check that with you?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You can check that with me. Um, it does not have the history on it but has everything else on it. Give me just a moment. And then if you all end up submitting a claim for her on this policy, once it's in process, [PII], if you don't already have it, we do have a portal that you should be able to check claim status in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can go to that website at secured.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the first code that you would like for me to check for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Uh, also [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] A [PII].
[CUSTOMER][NEUTRAL] OK, and then [PII].
[AGENT][NEUTRAL] No history.
[CUSTOMER][NEUTRAL] And lastly [PII].
[AGENT][NEUTRAL] And also no history.
[AGENT][NEUTRAL] 3,300,330, is that correct? I just wanna make sure on the last case. I heard, yes, no history. Correct.
[CUSTOMER][POSITIVE] OK perfect could I.
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and then can I just have a reference number?
[AGENT][NEUTRAL] Yes, ma'am, you would use my name along with today's date and again my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Well, you are certainly very welcome and again, thank you for your patience and waiting while I get this information loaded. So is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Huh
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] Well, you're welcome and again thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes then. Thank you. Bye-bye.