AccountId: 011433970860
ContactId: 82dcacda-21b2-46de-b942-1cb77da221f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 61603 ms
Total Talk Time (CUSTOMER): 42001 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/82dcacda-21b2-46de-b942-1cb77da221f2_20250325T20:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Southern Shores Dental of Lexington, South Carolina.
[AGENT][POSITIVE] Hey [PII], how are you doing today?
[CUSTOMER][NEUTRAL] I was wondering if y'all do. I'm good. I was wondering if y'all do fax back of benefits on a mutual patient.
[AGENT][POSITIVE] Yes, we do. I can send you the um a fax back. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 02550413
[AGENT][NEUTRAL] 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] Um, it's [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] those
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active, it's been effective since [PII]. And what's a good fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Alright, so on the fax back you'll see the calendar year max deductible, um, the percentages, all the frequencies, exclusions, the ways to file a claim, and then there's a list, list of covered codes. If the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Happy good luck.
[AGENT][POSITIVE] Alright, so I'll go ahead and send this over to you now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL sir. I hope you have a good day.
[CUSTOMER][POSITIVE] Alright thank you you too alright bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.