AccountId: 011433970860
ContactId: 62078f0c-3391-47ad-98c7-94add84cde9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267529 ms
Total Talk Time (AGENT): 110216 ms
Total Talk Time (CUSTOMER): 112932 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/62078f0c-3391-47ad-98c7-94add84cde9d_20250609T19:13_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, I'm just calling to get a full benefit breakdown for dental insurance on a patient.
[AGENT][NEUTRAL] OK, you're needing a fax back of dental benefits. Is that correct for a member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Thank you. And on, what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Policy number is 02633817.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][NEUTRAL] So sorry, what was that?
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But depending on your, I was gonna say depending on your office, I again highly recommend you already got that stuff on your plate designation like a PCA or something doing that section of your own supplies.
[CUSTOMER][POSITIVE] Yeah we do.
[CUSTOMER][NEUTRAL] And yeah it's one of those things where like I mean if they're really outside.
[AGENT][NEUTRAL] And on any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that he is the subscriber on this general policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That's about yeah.
[AGENT][POSITIVE] And give me just a moment, [PII], and I'll be happy to send you his benefit information.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah I have the keyboard at home.
[CUSTOMER][NEUTRAL] Have
[AGENT][NEUTRAL] And what is your fax number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] That's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, you said your fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] It is, yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right, well, I have just sent that to you, [PII], so it'll take a few minutes to get there. Now there is no history on file for this number.
[CUSTOMER][NEUTRAL] Yeah, um, it's really
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Being, I just like to see if the material and then because I don't think she, she might need to have a.
[AGENT][NEUTRAL] And then if you will end up filing a claim with us for him, once it has been processed, we do have a portal that you should be able to check his claim status in.
[CUSTOMER][NEGATIVE] Do that really quick because I don't, I don't wanna.
[CUSTOMER][NEUTRAL] Make that call on the.
[AGENT][NEUTRAL] And the website for that is located at [PII].
[CUSTOMER][NEUTRAL] OK and then um what's is the fee schedule Carrington?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, alrighty, and then the claim address, is that just the [PII]?
[AGENT][NEUTRAL] That is correct, yes ma'am, it is. Uh-huh, and that information is also on your, on the fax back as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] OK, alrighty well thank you so much that looks like that's all I needed.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] OK, well, if that is all I can help you with, thank you again for calling APL and I hope that you have a great afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.