AccountId: 011433970860
ContactId: 908ff9be-0dfc-433b-98e3-d12ed7a10443
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189240 ms
Total Talk Time (AGENT): 115670 ms
Total Talk Time (CUSTOMER): 42167 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/908ff9be-0dfc-433b-98e3-d12ed7a10443_20250102T15:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to get dental benefits for a patient.
[AGENT][NEUTRAL] OK, you're needing a fax back of benefits on a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, did you say [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] It's 02548962.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that he is a dependent on this policy and this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] And what is a good fax number and I'll be happy to send this to you.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEGATIVE] Oh no ma'am, that's not necessary.
[AGENT][NEUTRAL] OK. OK. And while I'm pulling this information up, just so that you know, [PII], there is no history on file for him. And anything that is not on the fact that means what, it would not be covered under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. All right. Thank you so much. I really appreciate your help.
[AGENT][NEUTRAL] OK. Well, you're welcome and I'm just gonna repeat this fax back to you, the number [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yeah, yes ma'am.
[AGENT][NEUTRAL] OK, well, I have just sent that to you, so you should be receiving that within the next few minutes. And then one last thing, [PII], I don't know, you may already have our portal website. Well, once the claim has been received and processed, we do have a portal that claim status can be checked and by going to secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly welcome. So again, if that's all I can help you with, [PII], thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Yes, you too. Thank you.
[AGENT][POSITIVE] Uh, thank you as well.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.