AccountId: 011433970860
ContactId: 4c7a0535-8a9f-4ea1-89fc-7bda80792d4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272079 ms
Total Talk Time (AGENT): 110101 ms
Total Talk Time (CUSTOMER): 41646 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/4c7a0535-8a9f-4ea1-89fc-7bda80792d4f_20250204T15:33_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 was calling to get a breakdown of benefits for my patient's dental coverage.
[AGENT][NEUTRAL] OK, you're needing a fax back of benefits sent to you on a dental policy, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Wood Creek Dental.
[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] 02580635
[AGENT][POSITIVE] Thank you, one moment please.
[AGENT][NEUTRAL] And sharing any information 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], um [PII].
[AGENT][NEUTRAL] I'm sorry, what? Give me her date of birth one more time. I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show she is the spouse of the subscriber on this dental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just one moment and does the fax need to be sent to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary.
[AGENT][NEUTRAL] OK, and what is your fax number please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's loading the information for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again you said your fax number is [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. Well, I have just sent that to you, so you should be receiving that provided there's not any type of transmitting error sharing within just the next few minutes and there is no history on file for this patient with us.
[AGENT][NEGATIVE] And also anything not on the fax that means it would not be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now one last thing, once we have processed any claim sharing, you should be able to check claim status and have access to the explanation of benefits for the member by going to our portal website which is secured.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] You're certainly very welcome and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.