AccountId: 011433970860
ContactId: 436bd2e3-58b8-42a0-8ba6-c96410362bd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256339 ms
Total Talk Time (AGENT): 113009 ms
Total Talk Time (CUSTOMER): 74084 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/436bd2e3-58b8-42a0-8ba6-c96410362bd5_20250528T19:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, yes, I called this morning to get a fax back of the patient's benefits, and I still have not received them.
[AGENT][NEUTRAL] OK, so you're trying to get a fax back of benefits on a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, uh huh.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can try and help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 4 hold on, that was her they gave me the policy. It is 2592845.
[AGENT][NEUTRAL] OK, thank you one moment while I get that information pulled up.
[AGENT][NEUTRAL] OK, and any information that I do provide for you would be a verification of benefits, [PII], and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so is your fax number [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is, I can see that the person that you spoke to, that is the number that it was sent to?
[CUSTOMER][NEUTRAL] Let me see if it was sent to yeah and I haven't received it.
[CUSTOMER][NEUTRAL] Because it goes to our email.
[AGENT][NEUTRAL] OK. So all I can do is try and
[CUSTOMER][NEUTRAL] Let me see what time did it go through?
[AGENT][NEUTRAL] And this shows shortly before [PII].
[CUSTOMER][NEUTRAL] Yeah, I haven't gotten any
[AGENT][NEUTRAL] Um, is when you spoke to her. So it would have been, you know, around that, I can't see the exact time on the fax. I can just see the fax number.
[CUSTOMER][NEUTRAL] OK, can you try it again because I haven't.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's what, that's what for the note from earlier. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that has just been sent again.
[CUSTOMER][NEUTRAL] Can I get the mailing address and all that in case I don't get it so I can send off the claim?
[AGENT][NEUTRAL] Uh, the mailing address is which is also should be on the ID card.
[AGENT][NEUTRAL] It's [PII]. Oh, OK. [PII], I'm sorry, let's start again. [PII].
[CUSTOMER][NEUTRAL] I don't have the ID card. She didn't have it.
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what's the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], how do you, just how do you, do you spell your name [PII]?
[CUSTOMER][POSITIVE] OK thank you uh huh.
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][POSITIVE] [PII] I'm so sorry. Say it again, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so let's see, give me.
[CUSTOMER][NEUTRAL] Yes.