AccountId: 011433970860
ContactId: 4c4135fc-e441-45b8-b88a-af077836233c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145199 ms
Total Talk Time (AGENT): 91848 ms
Total Talk Time (CUSTOMER): 35972 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/4c4135fc-e441-45b8-b88a-af077836233c_20250325T14:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, um, I need to verify dental benefits for a patient.
[AGENT][POSITIVE] Yes ma'am, I'll be glad to help you. Go ahead and give me your name and the member's policy number please, ma'am.
[CUSTOMER][NEUTRAL] My name is [PII] and I don't think the policy number is right, but it's 02598213.
[AGENT][NEUTRAL] Alright, well, [PII], let's just see and while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright [PII], thank you for all that information, um.
[AGENT][NEUTRAL] Yeah, that looks like it is the correct policy number for this patient. What's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Yep, he is the insured on this dental plan, and I do show his original effective date as [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want to fax back a benefit. Is that correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Yes ma'am, we do a fax back. It's gonna tell you have a code covered and how it is covered and you have it in just a few minutes so go ahead with a good fax number, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm gonna repeat that fax number back, make sure that I'm keying this incorrectly, [PII], that's area code [PII]. Was that your fax number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, like I said, you should have this very detailed fax back a benefit in just a couple of minutes. Now the only thing that will not be on this fax will be the PPO network name. Let's see, looks like this patient is going to be in the Carrington PPO network.
[CUSTOMER][NEUTRAL] All right. And it's the the [PII] address?
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] No ma'am, you can send these claims here to APL, which will be on that fax back of benefit.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much.
[AGENT][POSITIVE] Yeah. Yes, ma'am. Yes ma'am. Is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That's it. Thank you. Bye-bye.
[AGENT][POSITIVE] OK, yes, ma'am and thank.