AccountId: 011433970860
ContactId: 620162e6-63f4-4fb1-9f67-8359493500ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261928 ms
Total Talk Time (AGENT): 109972 ms
Total Talk Time (CUSTOMER): 98322 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/620162e6-63f4-4fb1-9f67-8359493500ec_20250421T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi [PII], um, my name is [PII] and I was just trying to get a fax back for a patient's dental benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the fax back you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 205-943-07.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And that was 20594367?
[CUSTOMER][NEUTRAL] 07 is the last two.
[AGENT][NEUTRAL] OK, I'll put 0.
[AGENT][NEUTRAL] 20594307. That's not pulling up the policy number. Um, do you have the ID card available?
[CUSTOMER][NEUTRAL] Um, I do not. He's a new patient for us. Um, can I, can you do a name search?
[AGENT][NEUTRAL] Uh, do you have their full social?
[CUSTOMER][NEUTRAL] No, he didn't give us that information.
[AGENT][NEUTRAL] OK, well then, yeah, we can do the first and last name. Can you spell it for me, please?
[CUSTOMER][NEUTRAL] Yeah, first name is [PII].
[CUSTOMER][NEUTRAL] And it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then his last name is spelled [PII]
[CUSTOMER][NEUTRAL] [PII], I think it is.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 30 or 12 days.
[CUSTOMER][NEUTRAL] to go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She will.
[AGENT][NEUTRAL] I believe I just found him. Does he have a middle initial?
[CUSTOMER][NEUTRAL] Mm let me see if he gave us that information like I said, he's new, so he didn't really give us too much, um, but I think we have a copy, yeah, I think we have a copy of his ID. Hold on.
[AGENT][NEUTRAL] Much.
[AGENT][NEUTRAL] Or, you know, or if the date of birth is easier to get to, that's fine too.
[AGENT][NEUTRAL] I can narrow it down.
[CUSTOMER][NEUTRAL] Oh yeah, I have his birthday right here. It's um [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh yeah, this is him. OK. And thank you so much for verifying.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. Um, so the policy number is 259.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Oh, it's the same
[CUSTOMER][NEUTRAL] 259. Uh-huh.
[AGENT][NEUTRAL] I have no, so it's the same 259-4307. I don't know why it's not popping up, but that's correct.
[CUSTOMER][NEUTRAL] 4307. 0 OK. No, I think it's because he had an extra 0 in there that's why.
[AGENT][NEUTRAL] Oh, OK. And then, um,
[CUSTOMER][POSITIVE] Yeah, no, you're good.
[AGENT][NEUTRAL] The policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what's a good fax number to send the fax back to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, hold on one moment, is this the.
[AGENT][NEUTRAL] Oh no. All right. So I'm faxing it over to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Not at the moment thank you.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL. I'm sending it to you now. Um, we usually say give it about an hour. If you haven't received it within an hour, um, definitely give us a call back and we'll be more than happy to resend it for you.
[CUSTOMER][POSITIVE] OK, sounds good, [PII], thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL Alex. I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.