AccountId: 011433970860
ContactId: 4ea4465f-74f1-4b6c-8e16-fa24c81ff11b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304420 ms
Total Talk Time (AGENT): 121208 ms
Total Talk Time (CUSTOMER): 50023 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/4ea4465f-74f1-4b6c-8e16-fa24c81ff11b_20250129T18:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling to get benefit information on a member.
[AGENT][NEUTRAL] All right, [PII], you're needing benefit information, is that correct? Yes, ma'am, I can help you. Do you also need eligibility or do you already have that? You need both?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I know, I need both.
[AGENT][NEUTRAL] OK, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 616-493
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Is this for dental?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, so yes ma'am, I can help you [PII] on our dental policies. We have fax backs of the benefits that I'll be happy to send to you. So give me just a moment to get all her information pulled up.
[CUSTOMER][POSITIVE] That works.
[AGENT][NEUTRAL] And any information that I do provide 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] OK
[CUSTOMER][NEUTRAL] Well, I'm sorry, I'm gonna spell it, [PII] Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] OK, so I do show that she is the subscriber on this dental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And it is still active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So give me just a moment to get her information, her fact I pulled up.
[AGENT][NEUTRAL] Let's take my system a moment to load all this information.
[CUSTOMER][NEUTRAL] Yeah, you're fine.
[AGENT][NEUTRAL] Will the facts need to be, excuse me, [PII], will the facts need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what is your fax number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, that would, I'm just gonna repeat it back. [PII].
[CUSTOMER][NEUTRAL] Yes, and can I get a call reference number?
[AGENT][NEUTRAL] Absolutely you would use my name along with today's date and then I'm not sure, [PII], you may already be familiar with our portal, but once we have processed the claim, you should be able to check claim status by going to [PII]. Again, that's secured. [PII].
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. And can I help you with anything else today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, [PII]. Well, thank you again for calling APL and I hope that you have a very nice afternoon.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you bye