AccountId: 011433970860
ContactId: 57e5c589-a16d-4ba1-885c-702892b8ee38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 635500 ms
Total Talk Time (AGENT): 108797 ms
Total Talk Time (CUSTOMER): 171911 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/57e5c589-a16d-4ba1-885c-702892b8ee38_20250225T20:45_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII] and I work here at Brightow Dental in [PII], and I'm trying to get a patient's breakdown of benefits.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, so that's the thing, she doesn't have a number, but I have like her group number and then her first and last name and address and birthday.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] Um, I do not. Would that be the best thing to get to find it all?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, it just would have been easier. Um, what's her name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Spell that last name again for me.
[CUSTOMER][POSITIVE] Yeah, no, you're good. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and her address?
[CUSTOMER][NEUTRAL] [PII], and that's in [PII].
[AGENT][NEUTRAL] OK, and what's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me give you the policy number.
[CUSTOMER][POSITIVE] Yeah, that'd be perfect.
[AGENT][NEUTRAL] OK, I'm showing the policy number is 2571791.
[CUSTOMER][POSITIVE] 91 OK perfect.
[AGENT][NEUTRAL] OK, and were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like our fax back is not working. Um, do you have an email?
[CUSTOMER][NEUTRAL] Yeah, I have my email. Let me know when you're ready.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] OK, it's uh [PII]
[CUSTOMER][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] [PII] and there's an [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] OK, you should receive that shortly. I sent it.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then sometimes it takes a little bit.
[CUSTOMER][NEUTRAL] A little emails.
[CUSTOMER][NEUTRAL] I haven't gotten it yet, but I'm sure I will.
[AGENT][NEUTRAL] Um, yeah, nothing came back to say I put it in wrong. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's [PII]
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] You're good, you're good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, very good. We gonna go over a few things with you uh medication.
[CUSTOMER][POSITIVE] Sounds good? OK, alright, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, still nothing yet.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEGATIVE] Yeah I still haven't gotten it here.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Yeah, nothing's coming through at all.
[AGENT][NEUTRAL] I wonder if it's because.
[AGENT][NEUTRAL] There's a PDF attached.
[AGENT][NEUTRAL] Um, I sent it [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] yeah.
[CUSTOMER][NEGATIVE] It might just be really slow.
[CUSTOMER][NEUTRAL] Um, I guess I'll just kind of sit here and wait and then if not I can just always give a call back.
[AGENT][NEUTRAL] OK, well, yeah, you should receive it soon. I don't know why unless you can you check your spam or since it it probably doesn't know who I am.
[CUSTOMER][NEUTRAL] you think
[CUSTOMER][NEUTRAL] Yeah, there's nothing in there.
[CUSTOMER][NEUTRAL] I'll probably just sit and wait and see if I get it and then if not I'll just give a call back just because I'm the only one up front right now and.
[CUSTOMER][NEUTRAL] I have to check people out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I'll just kind of wait for it and I'll I'll just call again if I need to.
[AGENT][NEUTRAL] OK. All right. Well, was there anything else I can assist you with today? Mhm.
[CUSTOMER][NEUTRAL] And then can I, yeah, can I bug you for one more thing because I meant to save the, the member ID number and I did not. Can I get it one more time? I'm so sorry.
[AGENT][NEUTRAL] Mhm. It's 257.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 17
[AGENT][NEUTRAL] 91.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][POSITIVE] 91 OK perfect thank you I appreciate you.
[AGENT][POSITIVE] OK, thank you for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] Have yeah you too bye.
[AGENT][NEUTRAL] Mhm. Bye bye.