AccountId: 011433970860
ContactId: 479c6ad5-0480-4de4-bc24-427a1c6f6f72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369000 ms
Total Talk Time (AGENT): 117086 ms
Total Talk Time (CUSTOMER): 83752 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/479c6ad5-0480-4de4-bc24-427a1c6f6f72_20250424T14:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to get a breakdown of dental benefits for a patient.
[AGENT][NEUTRAL] I said it's on a dental policy, is that correct?
[CUSTOMER][NEUTRAL] I am, yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and what is the member's policy number?
[CUSTOMER][NEUTRAL] It is 02596936.
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments, please. I want to get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, 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] Um, his name is [PII], and it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] So that is all cleared, uh, that the, the computer is still there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show that he is a subscriber on this policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] The first one will be going to like and that's gonna have.
[AGENT][NEUTRAL] And we do not have any history on file for him.
[CUSTOMER][NEUTRAL] OK, um, is the payer ID 60801?
[AGENT][NEUTRAL] And what is like
[AGENT][NEUTRAL] Uh-huh, yes, ma'am it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And what's a good fax number for you, [PII], and I'll be happy to send his benefit information.
[CUSTOMER][NEUTRAL] So our, our fax is down. Is there any way that you can email it?
[AGENT][NEUTRAL] Just a moment and let me pull it up and uh
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Get that to where I can send that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can go ahead and give me the email address that you would like this sent to?
[CUSTOMER][NEUTRAL] Sure. It's um [PII].
[CUSTOMER][NEUTRAL] Dentistry, so D E N T I S T R Y.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The number 11.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Mm mm mm.
[AGENT][NEUTRAL] OK, [PII], so I have just sent that to you. The email that you're going to be receiving should come from [PII].
[AGENT][NEUTRAL] And I did put fact that for stone in the subject line. Now if you all end up submitting a claim to APL for review once it's been processed, [PII], we do have a portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In which you should be able to check claim status and our portal for that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, did you put a D on [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, and that is what I needed to have. Thank you very much for your time today. I appreciate it.
[AGENT][POSITIVE] Well, you, yes, ma'am, you're welcome. Is there anything else I could help you with?
[CUSTOMER][NEUTRAL] Nope, that will do it.
[AGENT][POSITIVE] Alright, well thank you for calling APL [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] You too, take care.
[AGENT][POSITIVE] Yes, ma'am. You too. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye