AccountId: 011433970860
ContactId: 5dfe68ea-bcd1-4936-a22c-7b8852f8c5d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332059 ms
Total Talk Time (AGENT): 139678 ms
Total Talk Time (CUSTOMER): 77070 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/5dfe68ea-bcd1-4936-a22c-7b8852f8c5d1_20250519T18:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. I'm calling from Hall Family Dentistry, and I am just calling to get um frequencies for um two of our patients.
[AGENT][NEUTRAL] OK, so you're needing a fax back of benefits with the frequencies on there for 2 patients. Is that right, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I'll be happy to send you those fax back. Are these uh patients on the, are they part of the same family or no?
[CUSTOMER][NEUTRAL] Yes, yes, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the policy number?
[CUSTOMER][NEUTRAL] It is 01787815.
[AGENT][NEUTRAL] OK, [PII], one moment please while I get this policy information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And are you gonna need a separate fax back for each patient?
[CUSTOMER][NEUTRAL] As long as they're the same um like frequency.
[AGENT][NEUTRAL] Well, yeah, all the policy information would be the same. OK. All right, so one moment.
[CUSTOMER][NEUTRAL] You know, rules and everything, um, just one.
[CUSTOMER][POSITIVE] Yes ma'am, just one's fine.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Bear with me just a second, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and any information that I do provide will be a verification of benefits and not a guarantee of payment. What are your patients' names and dates of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My first patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the next one?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I had to refresh one of my screens [PII]. I'm sorry, one moment.
[CUSTOMER][NEUTRAL] No, you're OK.
[AGENT][NEUTRAL] OK, so I do show that Mr. [PII] is the subscriber.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And yes, [PII] is the spouse and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what is a good fax number that I can send this to?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right. And does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary. No, ma'am. Me or [PII] the other front desk girl will get it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Alright, I'm just gonna repeat that back to make sure I heard it correctly [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, well, I have just sent that to you, [PII], so provided there's not any type of technical mishap, you should be receiving that very soon and then I don't know if you someone's given you this before but if you end up filing.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Claims for these excuse me, these members with us once the claims have been processed, we do have a portal in which you should also be able to check claim status and the website for that portal is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] alright that works out great thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, you are very welcome [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That is it. Thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling APL. I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You as well thanks.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.