AccountId: 011433970860
ContactId: 5064f8d6-4df2-4188-bb5a-dddbe9709f24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310839 ms
Total Talk Time (AGENT): 107928 ms
Total Talk Time (CUSTOMER): 135791 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/5064f8d6-4df2-4188-bb5a-dddbe9709f24_20250402T14:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling from Northwood Dental. I am just calling, um, I'm wondering if you have a fax back of benefits that you're able to send.
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax you benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Absolutely my name is [PII] and the callback phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Um, yeah, I have the group. I is that what you would like or the I or the ID number?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] The ID number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Perfect, I'm sorry, it is 2,609,870.
[AGENT][NEUTRAL] Can you please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure, it is [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and I'm showing that the policy has actually lapsed. It lapsed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Yeah, I'm not showing any active policies in the system for her.
[CUSTOMER][NEUTRAL] ID
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, that's the only one and it's lapsed.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't think she knows that.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Because she's with the same employer, so I'm not really sure.
[AGENT][NEUTRAL] Yeah, and this one has the same date and the same lapse date.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mhm. So normally that means the policy, well of course number started so.
[AGENT][NEUTRAL] And that's the only one in our system. I could try to look her up by our social. Do you have her social? Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um, are you ready?
[AGENT][POSITIVE] Yeah, I'm ready.
[CUSTOMER][NEUTRAL] Thanks, it's [PII]. That's odd.
[AGENT][NEUTRAL] OK. Yes, ma'am. The same lapse policy is coming up in the system. This is the only one we have for her.
[CUSTOMER][NEGATIVE] That can't be good she just.
[CUSTOMER][NEUTRAL] Got this the email is dated.
[CUSTOMER][NEUTRAL] [PII] then it's from her HR.
[CUSTOMER][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] Yeah, you would have to contact them to see what's going on. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, no, um, oh, you know what, do you have? OK.
[CUSTOMER][NEUTRAL] I've never heard of your insurance before, um.
[CUSTOMER][NEUTRAL] So I don't know if is it under APL dental?
[AGENT][NEUTRAL] Um, yes, ma'am. API Dental and we have a peer ID.
[AGENT][NEUTRAL] You need that.
[CUSTOMER][POSITIVE] Um, yeah, that would be great.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] OK, I'm not really sure what else to do. What's the address, please? Oh, is it?
[AGENT][NEUTRAL] Um, the address
[CUSTOMER][POSITIVE] Oh go ahead I'm so sorry.
[AGENT][NEUTRAL] Oh, you may already have it on its [PII] Public [PII] [PII].
[AGENT][NEUTRAL] In [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII] did you say? Oh thank you.
[CUSTOMER][NEUTRAL] I'm sorry I keep interrupting you and then the.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um, the zip code.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I'm so sorry, will you repeat that again?
[AGENT][NEUTRAL] Mhm. Um, the full address or just the zip code?
[CUSTOMER][NEUTRAL] No, just the zip code.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm, OK, that is.
[CUSTOMER][NEUTRAL] Because then I can reach out and ask them if this is supposed to be.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much. I will let the patient know and have her reach out.
[AGENT][POSITIVE] Well, I thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mhm.