AccountId: 011433970860
ContactId: 63569373-afcf-45b5-a091-b8dd697fbf4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147160 ms
Total Talk Time (AGENT): 69430 ms
Total Talk Time (CUSTOMER): 42799 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/63569373-afcf-45b5-a091-b8dd697fbf4a_20250313T20:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'll be trying to get a dental benefits faxed back for a patient.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the dental facts back. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII] and um number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's gonna be 025464887.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] last name.
[CUSTOMER][NEUTRAL] I mean, birthday is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII]. And what is a good contact number for me or fax number, sorry, for me to send the fax back to for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's attention, [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Would that be to attention, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, and it was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so on the fax back you'll see the calendar year max, deductible, all the percentages and waiting periods, any frequencies, limitations, um, all the ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, that's all.
[AGENT][POSITIVE] Alrighty, well, I'm sending this over to you now, so you should be receiving it shortly and thank you so much for calling APL [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.