AccountId: 011433970860
ContactId: 6bb758c2-477f-4937-bed4-68fdec03f211
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136789 ms
Total Talk Time (AGENT): 76994 ms
Total Talk Time (CUSTOMER): 41629 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/6bb758c2-477f-4937-bed4-68fdec03f211_20250102T13:47_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] Hi [PII], my name is [PII]. I'm calling from Savannah Quarters Dental Care. How are you?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][POSITIVE] Pretty good thank you I'm looking for um benefit information on a patient.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the benefits and did you say your name was [PII]? I I didn't catch you in the beginning. You did? OK. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And that policy number is 02570028.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's going to be [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII]. And let me get their benefits. Hold on one moment.
[AGENT][NEUTRAL] And did you need a copy of the fax back sent to you or you had questions about it?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, um, so on the fax back you'll see the calendar year max, deductible, the percentages, frequencies, exclusions, all the ways to file a claim, um, and then there's a list of codes. If the code you're looking for is not on this list, it won't be covered by the policy.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Beautiful.
[AGENT][NEUTRAL] And what's a good fax number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] And do I need to put attention, [PII]?
[CUSTOMER][NEUTRAL] Um, you can if you'd like, you don't have to.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][POSITIVE] So I just faxed that over to you, so you should be receiving that in a few minutes. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That is all thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, thanks for calling APL. I hope you have a great day and [PII].
[CUSTOMER][POSITIVE] Of course thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.