AccountId: 011433970860
ContactId: 8da19b59-3824-42da-a1e6-6573a1b9cd7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246179 ms
Total Talk Time (AGENT): 86568 ms
Total Talk Time (CUSTOMER): 117921 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/8da19b59-3824-42da-a1e6-6573a1b9cd7e_20250425T12:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling on a dental claim this morning, um, and just a quick question I know the check is cleared um would you be able to provide us a copy of the cleared check? Would that be something you all could do? Oh nice, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Um, [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, um, my contact number is going to be area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, Policy number is going to be 01 actually.
[CUSTOMER][NEUTRAL] Let me because that one I'm gonna pull up the EOB here.
[CUSTOMER][NEUTRAL] Policy number 01937496.
[AGENT][POSITIVE] Thank you. And I'll be more than happy to get a copy of the clear check for you. Um, what's a good fax number to have it faxed to or would you like it emailed?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, actually, um, good question. Could you, are you able to do both?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, so the email.
[AGENT][NEUTRAL] Alright, so I have the
[CUSTOMER][NEUTRAL] Mhm, go ahead.
[AGENT][NEUTRAL] I have the member's policy here. Can you verify their first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what's the fax number for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your email?
[CUSTOMER][NEUTRAL] It's going to be [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and what is the claim number?
[CUSTOMER][NEUTRAL] Yes, ma'am. The claim number is going to be, let me just double check here, 3323357.
[AGENT][NEUTRAL] Alright, and that's for check number 179-6196?
[CUSTOMER][NEUTRAL] Yes, and the amount, the amount of it, yeah, 2246 is the amount.
[AGENT][NEUTRAL] All right, well, I'll go
[AGENT][NEUTRAL] OK. So I'll go ahead and have the um copy of the check. well, I'll request a copy of the check and once I receive it, I'm gonna have it faxed to you. And then the fax number is [PII]. Email address is [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'll go ahead and send the request over now and then once they um provide me with a copy of the clear check, um, I'll put for them to fax it and email it to you.
[CUSTOMER][POSITIVE] Great, perfect. And I'm so sorry, what did you say your first name is?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And uh and um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and do you have a reference number, [PII]?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, thanks, [PII].
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's all. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Yeah, you too. Bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm.