AccountId: 011433970860
ContactId: 68c62ea7-44ef-4799-86e6-3b1ade0d7be9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211940 ms
Total Talk Time (AGENT): 87999 ms
Total Talk Time (CUSTOMER): 45209 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/68c62ea7-44ef-4799-86e6-3b1ade0d7be9_20250124T14:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I wanted to see if a preestimate had been received and maybe processed. I don't know if it's had time yet, but I just wanted to check.
[AGENT][NEUTRAL] OK, so you're wanting to check on a pre-estimate for a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Thank you, [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] It is 02560610.
[AGENT][NEUTRAL] Thank you. One moment please while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], any information I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. As of right now, I do not see that we have reviewed a pre-estimate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you mail that in? How did you submit that to us?
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] Electronically.
[AGENT][NEUTRAL] On what date?
[CUSTOMER][NEUTRAL] The [PII] I was just hoping maybe it had been received by now because mom is very curious about it so I just figured I would check but I'll check back and I and.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] I'll check back next week.
[AGENT][NEUTRAL] OK. Well, yes, ma'am, because as of now, I see there's, I don't know what they are, but there's a couple of things in line for review, but they have not been reviewed.
[CUSTOMER][POSITIVE] OK all right sounds good thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well, you're certainly very welcome and then um just one additional thing if a claim, I don't know if you may already be aware of this, but once we have reviewed and processed any claims, we do have a portal, [PII], that you can create a profile in to have access to the explanation of benefits and claim status, and our portal website is secured.
[CUSTOMER][NEUTRAL] Oh, I did not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'll get that set up.
[AGENT][NEUTRAL] OK. Well, then, is there anything else I can help you with this morning?
[CUSTOMER][POSITIVE] No that is it thank you so much.
[AGENT][POSITIVE] Absolutely. You're very welcome and thank you again for calling APL. Have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh-huh, bye bye.