AccountId: 011433970860
ContactId: 5a2ff68b-8770-44c1-ae94-e7b4669118fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403380 ms
Total Talk Time (AGENT): 156619 ms
Total Talk Time (CUSTOMER): 137091 ms
Interruptions: 6
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/5a2ff68b-8770-44c1-ae94-e7b4669118fc_20250609T17:23_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] [PII], my name is [PII]. I am calling from University General Dentistry, and I have
[CUSTOMER][NEUTRAL] A crazy question. I need an explanation benefits from a claim from [PII], and I tried to sign in on to the APL. So then I got it and logged in, but I can't get anything, so I was hoping maybe you could help me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you said that you're needing an explanation of benefits from a claim from last year?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so, well, I can try and help you with that, [PII], and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] I have 00733561.
[AGENT][NEUTRAL] Alright thank you one moment while I get the member's information pulled up.
[AGENT][NEUTRAL] OK, [PII], and I will have to verify a couple of things with you and also any information provided would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can't get back over here [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is oh.
[AGENT][NEUTRAL] What is the data service and total bill amount?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I do a little bit of math because the way ours our our ledger shows the
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] I don't see that. OK, uh, $3,369.
[AGENT][NEUTRAL] 336 9.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me just a second.
[CUSTOMER][NEUTRAL] American.
[AGENT][NEUTRAL] And do you already have the claim number?
[AGENT][NEUTRAL] For this data service, OK, so I can provide you that. OK, so the claim number is 3469902.
[CUSTOMER][NEUTRAL] I do not.
[CUSTOMER][NEUTRAL] I do not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Again, that's 36, I'm sorry. Let me see if I can say it right. 346-9902.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are, are you able to by chance see it now that you have the claim number? I mean, I'm gonna fax it to you, but the portal, we've had some updates to it recently, [PII], and so that's why I'm asking that.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] It is spinning. It's not, it's not spitting it out I guess I know this time, so but it is spinning like it's searching.
[AGENT][POSITIVE] It's, it's thank you.
[CUSTOMER][POSITIVE] It is, it's thank you.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] What's the, go ahead and give me your fax number while it's still thinking cause it may take it a minute to think.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] And that's not necessary. I'm sitting right here beside it.
[AGENT][NEUTRAL] And I'm just gonna repeat that back. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] That's wrong. I'm glad you repeated it back. I gave you our phone number again.
[AGENT][NEUTRAL] Oh, wait.
[AGENT][NEUTRAL] I was gonna say, that was my very next question. Is it the same as your phone number? Uh, some are.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It is no, it's [PII].
[CUSTOMER][NEUTRAL] Yeah [PII]. It's only 12:[PII] and it's been a long day already [PII].
[AGENT][NEUTRAL] All right, so let's see here.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] OK, so that is what I have. OK. All right. So I have just, um, I have just sent that to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you very much. I definitely appreciate that.
[AGENT][NEUTRAL] So it'll, it'll take a few minutes for, oh, you're welcome. It'll take it a few minutes probably to come through, but I did send it to [PII].
[CUSTOMER][POSITIVE] Perfect, I definitely appreciate that.
[AGENT][NEUTRAL] Well, you are certainly welcome. Is there anything, is it still spinning as far as the portal?
[CUSTOMER][NEUTRAL] It is still spinning. It's, it's gotten to the next step, but it's still spinning so but it's fine. I, I mean if you fax that then I'll be able to um.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I'll be able to access it and uh.
[CUSTOMER][NEUTRAL] Yeah, oh, actually I just downloaded it so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh you did? It did let you download it? Great, perfect.
[CUSTOMER][POSITIVE] Awesome, I did it did let me download, yes ma'am.
[AGENT][POSITIVE] Wonderful. OK. Well, now you'll have 2 copies. You're welcome. So again, is there anything else I can help you with? OK.
[CUSTOMER][POSITIVE] Awesome, thank you.
[CUSTOMER][POSITIVE] Yes ma'am, you have have a good day.
[CUSTOMER][POSITIVE] No, ma'am, that's gonna do it for me.
[AGENT][POSITIVE] Alright, well then thank you again for calling APL and I hope you have a nice afternoon also.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.