AccountId: 011433970860
ContactId: 5e7d0c44-d7fa-4164-80a8-be2343b4d0a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266480 ms
Total Talk Time (AGENT): 117549 ms
Total Talk Time (CUSTOMER): 75061 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/5e7d0c44-d7fa-4164-80a8-be2343b4d0a7_20250606T17:07_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], I'm calling from a dental office um just wanted to see if you could help me with a member and a patient of ours.
[AGENT][NEUTRAL] OK. Are you needing eligibility or claim status or do you need me to send you a fax back of their benefits? How can I help you today?
[CUSTOMER][POSITIVE] Yes, please, a fax back would be great.
[AGENT][POSITIVE] Yes, ma'am. I can certainly help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][POSITIVE] Thank you, and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Yep it's 00736401.
[AGENT][NEUTRAL] OK, [PII], thank you. Give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] your
[CUSTOMER][NEUTRAL] And the phone number for you.
[CUSTOMER][NEUTRAL] home address
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] And court any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and his date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I show an effective date of [PII]. Just wanted to verify that too.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] That is correct. He is the subscriber and that is the correct effective date on this plan and it is active.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And is there a group number or an employer?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] No, ma'am, there is not.
[CUSTOMER][NEUTRAL] No group number, no employer OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And then, um, give me one second. I'm gonna get your fax number.
[AGENT][NEUTRAL] Just get the fax information pulled up.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And will it need to have your attention on it, [PII] or is that not necessary?
[CUSTOMER][NEUTRAL] No, that's not necessary.
[AGENT][NEUTRAL] OK, and what is your fax number, please?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just gonna repeat that back to make sure I heard you correctly. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK, so I have just sent that fax out to you so provided there's not any mishap, you should be receiving that very soon and then [PII] if you all end up filing a claim with us for this number once it's been processed, we do have a portal in which you should be able to check claim status for him and the um website for our portal is located at secured.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, and that fax will have his, his max deductibles and any frequencies, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, all right then thank you for your help.
[AGENT][POSITIVE] Well, you are certainly very welcome. So if that's all I can help you with, thank you again for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thanks you too thank you bye bye.
[AGENT][POSITIVE] Thank you, uh-huh, thank you, bye bye.