AccountId: 011433970860
ContactId: 54ddb946-0a29-499f-ae6c-c48c7cf9b970
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259089 ms
Total Talk Time (AGENT): 152152 ms
Total Talk Time (CUSTOMER): 69948 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/54ddb946-0a29-499f-ae6c-c48c7cf9b970_20250401T19:14_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] Hi [PII], my name is [PII] and I work for a dentist in [PII]. Um, last week I had called for a fax of my patient's benefits and I just haven't received it yet.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mm, something must have happened, [PII]. So you were to get a fax back but you never received it. Is that correct?
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][POSITIVE] Yes ma'am, well I can help you. I'll be happy to send you one. So, um, first off, what's a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And you did say your area code is [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And the policy number for um the member please?
[CUSTOMER][NEUTRAL] 02445585
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and any information that I do provide for you, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of.
[AGENT][NEUTRAL] Bar?
[CUSTOMER][NEUTRAL] It it is [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so [PII] is um dependent on this policy and yes it is active with an effective date of [PII]. Now the fax number that I show it was sent to is [PII]. Is that correct?
[CUSTOMER][MIXED] That's correct, yeah, that's correct, but we never received it.
[AGENT][NEUTRAL] OK, so, well, let's just send that to you again. I just wanted to make sure that we had sent it to the correct number.
[CUSTOMER][NEUTRAL] OK, that sounds
[CUSTOMER][MIXED] Yeah that is weird, but not surprising. Technology does what it wants.
[AGENT][NEUTRAL] Well, technology, yeah, and I always tell people when I'm faxing things, I say, well, I just faxed it to you, so provided there's not some type of technical glitch, you should be receiving that within the next few minutes. But anyway, it happens. So again, that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, it will, it will be for sure, yeah.
[CUSTOMER][POSITIVE] That is correct, yep.
[CUSTOMER][NEUTRAL] Will will the payer ID be on that fax?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, payer ID, our claims mailing address, fax number, all of that information is on there.
[CUSTOMER][POSITIVE] Wonderful. OK, thank you so much. I will look for it. I'll watch for it.
[AGENT][POSITIVE] You are certainly very welcome. So, it has been sent, so give it just, I would say less than 10 minutes probably.
[CUSTOMER][POSITIVE] OK, all right, that sounds good.
[AGENT][NEUTRAL] OK. Well, can I help you with anything else today?
[CUSTOMER][POSITIVE] I think we're in good shape.
[AGENT][NEUTRAL] OK [PII], there is one more thing I wanted to ask you when you called in last week, did they mention to you about if you all file a claim with us that once we process the claim we have a portal.
[AGENT][NEUTRAL] That you should be able to check claim status in once we've processed it.
[CUSTOMER][NEGATIVE] No, mm mm no.
[AGENT][NEUTRAL] OK, well our portal website that you should be able to check claim status in is secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] OK, all right, super, that is excellent.
[AGENT][POSITIVE] All right. Well, well, excuse me, I'm so sorry. I'm having some allergy problems, but I'm coughing in your ear and I apologize. Is there anything else, my goodness, that I can help you with today though, [PII]?
[CUSTOMER][NEUTRAL] It's it's OK.
[CUSTOMER][POSITIVE] No, this has been a big help. I really appreciate it.
[AGENT][POSITIVE] OK, well, you're certainly welcome and thank you again for calling APL I I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Oh you too thanks so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.