AccountId: 011433970860
ContactId: 8e1f7c63-26e4-4eb3-b96d-b3ce238db901
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376079 ms
Total Talk Time (AGENT): 151654 ms
Total Talk Time (CUSTOMER): 172831 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/8e1f7c63-26e4-4eb3-b96d-b3ce238db901_20250203T20:11_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] Hi, [PII], this is from the provider office. How are you?
[AGENT][MIXED] I'm doing good, but when you said your name, the phone went in and out. Can you repeat your name for me?
[CUSTOMER][NEUTRAL] Uh yeah, my name is [PII].
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, it's going in and out. Can you repeat that again? [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the member's policy number and the number goes to 024086.
[AGENT][NEUTRAL] OK, it went in and out again, 024086.
[CUSTOMER][NEUTRAL] Can hello?
[AGENT][NEUTRAL] Yes, can you repeat that?
[CUSTOMER][NEUTRAL] Yeah. Uh 0248611.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 02024.
[AGENT][NEUTRAL] 08611
[CUSTOMER][NEUTRAL] Yeah, 02408611.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the member's name is, uh, the member's name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um how may I assist you today?
[CUSTOMER][NEUTRAL] Uh, I'm looking for the dental benefit for this patient.
[AGENT][NEUTRAL] Alright, so the policy has been active since [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Can you uh please send me the copy of this patient?
[AGENT][NEUTRAL] This isn't the d. Hold on, can you give me 1 2nd?
[CUSTOMER][POSITIVE] Yeah, please. Take your time.
[AGENT][NEUTRAL] This policy number, this policy number is not the dental policy. Let me give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 240.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] 854 6.
[CUSTOMER][NEUTRAL] 2408546
[AGENT][NEUTRAL] Yes, that's the dental policy. Um, give me just a moment. I'm pulling that up now.
[CUSTOMER][NEUTRAL] M.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you are requesting for the fax back to be faxed to you?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's a good fax number for you?
[CUSTOMER][NEUTRAL] Uh, the fax number is [PII].
[AGENT][NEUTRAL] The phone went in and out. Um, I heard [PII]. What were the next numbers?
[CUSTOMER][NEUTRAL] Can you?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Hello. Hello. Can you hear me?
[AGENT][NEUTRAL] I can hear you, but it's, I can hear you, but it's going in and out. Can you repeat the fax number?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK. Yeah, I repeat the fax number. The fax number is [PII].
[AGENT][NEGATIVE] What's the middle three numbers [PII], it keeps breaking up.
[CUSTOMER][NEGATIVE] I'm sorry for this, but uh I think there is a bad network connection. That's why the phone is cutting off. So, number is [PII].
[AGENT][NEUTRAL] OK, [PII]?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK, so I'll send this over to you now. And did you have any particular questions?
[CUSTOMER][NEUTRAL] Yeah, I have some questions in this plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so could you please verify me that if there's any, any missing tooth cloth for this patient's plan?
[AGENT][NEGATIVE] Yes, the policy does have a missing tooth cloth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I see. If there's any waiting period, and tooth clause in this patient's plan?
[AGENT][NEUTRAL] Yes, there is a missing tooth cloth and there's also a waiting period of 12 months from the effective date. This policy has been effective since [PII], so that waiting period is now over.
[CUSTOMER][NEUTRAL] OK. And uh is all covered under this patient's plan?
[AGENT][NEUTRAL] Orthodontic
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, orthodontic treatment is not covered.
[CUSTOMER][NEGATIVE] Not covered. Uh, and downgrade for the fillings and chrome.
[AGENT][POSITIVE] Um, no downgrades.
[CUSTOMER][NEUTRAL] OK. Can all 4 calls done on the same day for SRP?
[AGENT][NEUTRAL] Yes, there's no um specifications.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] OK. Could you please, uh,
[CUSTOMER][NEUTRAL] Spell your name for me.
[AGENT][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what's the reference number for today's call?
[AGENT][NEUTRAL] Um, there's no call reference number, but you can use my name and today's date. And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. And was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] No, that's great. Thanks for your assistance and bye for now. Have a good day. Thank you.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] I