AccountId: 011433970860
ContactId: 4858d6b4-ced7-42a9-9688-83f7d31f50a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324070 ms
Total Talk Time (AGENT): 123442 ms
Total Talk Time (CUSTOMER): 52411 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/4858d6b4-ced7-42a9-9688-83f7d31f50a4_20250117T17:54_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see if my patient is still active with her dental policy.
[AGENT][NEUTRAL] OK, so you are only needing to verify if it's active or not. You do not need a fax back of benefits.
[CUSTOMER][NEUTRAL] Well, I guess I could get a fax back we haven't had one since [PII].
[AGENT][NEUTRAL] OK, yes ma'am. Well, I can help you with these things, 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] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 604-537
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] Just one moment please, [PII].
[CUSTOMER][POSITIVE] Sure, absolutely.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and any information, [PII], that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show that she is the subscriber on this dental policy and yes ma'am, it is still active with an effective date of [PII].
[AGENT][NEUTRAL] And give me just a couple of minutes to get her policy information pulled up. So just one moment, please.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And will the facts need to be sent to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] That's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And again, that is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] OK, so I have just sent that to you so provided that there's not any technical issue, you should be receiving that uh within the next uh few minutes.
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it.
[AGENT][POSITIVE] Well, well, you are certainly very welcome. So is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] OK, [PII], well thank you again for calling APL and I hope that you have a wonderful weekend.
[AGENT][NEUTRAL] Oh, and I, I tell you what, [PII], and I'm almost forgot to tell you about two additional things, well, just one really. So what we have processed your claim, you should be able to go to our portal to check claim status, and our website to register for that portal is [PII].
[CUSTOMER][POSITIVE] You too thank you. Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect will do thank you so much.
[AGENT][POSITIVE] OK, well, you are certainly very welcome. So if that's all that I can help you with, again, thank you for calling. Have a wonderful weekend.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.