AccountId: 011433970860
ContactId: 71b157de-f084-46d2-b0fa-d278a8eed25a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281760 ms
Total Talk Time (AGENT): 120627 ms
Total Talk Time (CUSTOMER): 40721 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/71b157de-f084-46d2-b0fa-d278a8eed25a_20250609T13:59_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] Uh, yes, I'm trying to check, uh, insurance benefits, dental on a patient.
[AGENT][NEUTRAL] OK, you're needing dental benefit information for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that and also on our dental policies, we have facts facts of the member's benefits that I'll be happy to send to you as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, so first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] Thank you and [PII], what's your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] OK. 02624277.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and again, any information that is provided today will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Birthday [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] OK, so I do show that she is the subscriber on this general policy and yes ma'am, it is active. The effective date on this plan, [PII], is [PII].
[AGENT][POSITIVE] And if you will give me just a moment to get her fax, her fax that pulled up, I'll be happy to send that to you.
[CUSTOMER][POSITIVE] Perfect, can you tell me if she has a waiting period?
[AGENT][NEGATIVE] She does not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And it takes just a moment to load that and there's also no history on file for her either.
[CUSTOMER][POSITIVE] Thank you, OK.
[AGENT][NEUTRAL] Uh-huh. And what's a good fax number that I can send this to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Uh, no, that's not necessary.
[AGENT][NEUTRAL] OK, so that was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that has just been sent to you, so you should be receiving that, um, very soon and then one last thing, we do have a portal in which you should be able to check her claim status once the claim has been processed by APL and the website for that PAM is located at [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well then thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] Bye-bye.