AccountId: 011433970860
ContactId: 76ae9fd0-1fca-484b-be5b-e29bf7a42914
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313940 ms
Total Talk Time (AGENT): 141388 ms
Total Talk Time (CUSTOMER): 54473 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/76ae9fd0-1fca-484b-be5b-e29bf7a42914_20250404T12:18_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] Hi [PII], my name is [PII]. I was calling to get benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], you're only needing to get benefit information. You do not need eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yes, ma'am. I can help you with the uh benefits and [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] 02348891
[AGENT][NEUTRAL] Thank you, one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], any information that I provide for you today will be a verification of excuse me, benefits and not
[AGENT][NEUTRAL] A guarantee of payment. What is your patient's name and?
[CUSTOMER][NEUTRAL] Um, [PII] 121 [PII].
[AGENT][NEUTRAL] OK, and this, this is for dental that you're needing to get benefit information?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right, so she.
[AGENT][NEUTRAL] Is the subscriber on this policy and it is active date of [PII].
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] Now [PII] for benefit information we have fax facts of all the benefit information for the policy that she has that I can send to you and.
[AGENT][NEUTRAL] Anything that is not on this excuse me, this fax that be covered under her plan.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] OK. All right. Well, give me a moment to get that pulled up for you and I'll be happy to send that to you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh, yes, ma'am. You're welcome.
[AGENT][NEUTRAL] You're doing OK on this Friday morning [PII]?
[CUSTOMER][NEUTRAL] Oh yes. How about you?
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Yes, ma'am. I'm glad it's Friday. How about you?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] So on the fact that [PII], does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, that's not necessary.
[AGENT][NEUTRAL] And what is your fax number please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that. I heard it correct. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that correct? OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] It's a little
[CUSTOMER][NEUTRAL] 2500.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] What we what we
[CUSTOMER][NEUTRAL] within 7 days requirement on my phone what term waive requirements that you can travel online.
[AGENT][NEUTRAL] OK, so [PII], I have sent that to you so provided there's not any type of technical mishap, you should be receiving that very soon. And one last thing, we if you all end up filing a claim for her with us once the claim has been processed, [PII], we do have a portal in which you should be able to check claim status and our portal website is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I could help you with this morning?
[CUSTOMER][POSITIVE] No, you enjoy the rest of your day.
[AGENT][POSITIVE] Well, I hope you have a wonderful day too, and a great weekend and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.