AccountId: 011433970860
ContactId: 8350ae8f-d55c-449d-aec5-66401cdee736
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336600 ms
Total Talk Time (AGENT): 130758 ms
Total Talk Time (CUSTOMER): 83266 ms
Interruptions: 5
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/8350ae8f-d55c-449d-aec5-66401cdee736_20250625T17:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, [PII]. My name is [PII]. I'm calling with Love That Smile. I was calling to get a fastfa for a patient.
[AGENT][NEUTRAL] OK, you said your name is [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, and you're needing to get a fax back for a member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that [PII]. What is a good callback number for you please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] I don't have the policy number but I have the social and date of birth.
[AGENT][NEUTRAL] OK, what is the primary or is your patient a subscriber on the plan, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what is that for? So?
[CUSTOMER][NEUTRAL] You know what? I'm sorry, the, the patient is uh dependent. Just one moment. I have the policy number.
[AGENT][NEUTRAL] OK, I need this, yes, ma'am.
[AGENT][NEUTRAL] You do?
[CUSTOMER][NEUTRAL] OK. It's 2, yes, ma'am. It's 232.
[CUSTOMER][NEUTRAL] 1572
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, and any information? Well, one second, let me pull one other thing up. OK, and any information that I do provide would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And how's the last name spelled?
[CUSTOMER][POSITIVE] [PII] S.
[AGENT][NEUTRAL] And who's the subscriber?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, so I wanna make, OK, just give me a second. I typed in the wrong number. I'm sorry, [PII], just a moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I do show that he is a dependent on this policy and this policy is active. So give me just a moment to get his fax back pulled up and I'll be happy to send that to you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And will the facts need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] That's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your fax number, please?
[CUSTOMER][NEUTRAL] That fax number is [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] So this is here from like I don't know already.
[AGENT][NEUTRAL] And I'm just gonna repeat it back. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Me.
[CUSTOMER][POSITIVE] You too thank you thank you thank you. Yes ma'am.
[AGENT][NEUTRAL] OK, so I have just sent that to you so you should be receiving that very soon and then [PII], if you will end up filing a claim with us once the claim has been processed, we do have a portal in which you should also be able to check claim status in and the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] No, hold on.
[CUSTOMER][POSITIVE] That's. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh secured [PII] at [PII].
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Secured.
[AGENT][NEUTRAL] [PII] is the website for checking claim status.
[CUSTOMER][NEUTRAL] OK, so secured. [PII].
[AGENT][POSITIVE] That is correct, yes ma'am.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][POSITIVE] Well, you are certainly very welcome. So is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that would be all.
[AGENT][POSITIVE] OK, well then thank you again for calling APL and I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] You as well have a great day.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.