AccountId: 011433970860
ContactId: 8298013f-54a9-4cc8-9ae2-8c762b5101ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252259 ms
Total Talk Time (AGENT): 113891 ms
Total Talk Time (CUSTOMER): 61931 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/8298013f-54a9-4cc8-9ae2-8c762b5101ee_20250129T21:00_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I was calling to get an insurance breakdown on a patient's dental benefits.
[AGENT][NEUTRAL] OK, so you're needing a breakdown of dental benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. We do have a fax back of the benefits that I'll be happy to send to you. Um, first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], that's spelled [PII]
[AGENT][POSITIVE] Thank you and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] OK, it would be [PII] option two.
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] It would be 02554423.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please see the member's information for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] it
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] OK, and any information [PII] that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Uh, let me see, first name is [PII], last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this dental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the good fax number, [PII] that I can send this fax back to?
[CUSTOMER][NEUTRAL] OK, it would be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And do I need to put it to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Uh, no, that's not necessary.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and again that fax number is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I have just sent that to you, [PII], and so you should be receiving that within the next few minutes. And anything not on this [PII] means it would not be covered by his policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well thank you so much.
[AGENT][NEUTRAL] Well, you are certainly very welcome and then one last thing to recall if you all do file a claim with APL for this member, once the claim has been processed, you should be able to check the claim status by going to our portal, and our portal website is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that was all thank you so much.
[AGENT][POSITIVE] Absolutely. You are very welcome. So thank you again for calling APL and I hope that you have a very nice evening.
[CUSTOMER][POSITIVE] OK, thank you, same to you.
[AGENT][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK bye.