AccountId: 011433970860
ContactId: 85cb572e-5df7-40ba-9ad7-3faf71f7c45a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233339 ms
Total Talk Time (AGENT): 118450 ms
Total Talk Time (CUSTOMER): 52674 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/85cb572e-5df7-40ba-9ad7-3faf71f7c45a_20250429T18:40_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 [PII], my name is [PII]. I'm calling from a dental office. I am calling for eligibility and benefits for one of our patients.
[AGENT][NEUTRAL] OK, [PII], you need eligibility and benefits on a, you said dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Uh, yes ma'am, I can help you with that. And [PII] for our dental policies, we have facts backs of the benefits that I'll be happy to send to you.
[CUSTOMER][POSITIVE] Yeah perfect.
[AGENT][NEUTRAL] Alright, and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is 614208.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you 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] Patient's name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this dental plan and the policy is active with an effective date of [PII].
[AGENT][POSITIVE] And if you'll give me just a moment, [PII], I'll get this fax back pulled up so that I can send that over to you.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And while it's loading, you can go ahead and give me your fax number if you would like.
[CUSTOMER][NEUTRAL] Yeah it's gonna be [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And will it need to have your name on there [PII] or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary.
[CUSTOMER][NEUTRAL] I need
[AGENT][NEUTRAL] And again, you said your fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, well I have just sent that to you so provided there's not any type of technical mishap you should be receiving that uh very soon.
[AGENT][NEUTRAL] And then [PII] one additional piece of information we have a portal now at APL in which if we process a claim for you all, you should be able to check claim status and the website that you would go to for that and it's a self registering portal is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. OK, I will pass along that message.
[AGENT][NEUTRAL] OK, well, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, not today, uh, just like a reference number please.
[AGENT][NEUTRAL] Sure, you would use my name along with today's date. And again, my name is [PII].
[CUSTOMER][POSITIVE] Perfect. Alright, [PII], thank you so much.
[AGENT][POSITIVE] Well, you're very welcome and thank you for calling APL Abby. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too have a good one.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.