AccountId: 011433970860
ContactId: 90a176d6-2ba8-4541-b2af-240585a6c95e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188940 ms
Total Talk Time (AGENT): 109984 ms
Total Talk Time (CUSTOMER): 44179 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/90a176d6-2ba8-4541-b2af-240585a6c95e_20250103T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from a dental office to verify benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify dental benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I can help you with that. And [PII], on our dental policies we have fax backs of the benefits that I will send to you for the number with the type of plan they have. OK, so first off what is a good call back number for you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Yeah that'd be great.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 00765025
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Oh, that might be the ID number, is that what you were asking for?
[AGENT][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And any information needed that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I do show that he is a subscriber on this dental plan and this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And it is still active.
[AGENT][NEUTRAL] And on the fax, when I send this over to you, [PII], does it need to come to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It won't be necessary. It'll come directly anyway, so that'll be great.
[AGENT][NEUTRAL] OK. Oh, OK. All right, what is your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And I'm just gonna repeat that back to you. [PII].
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK. Well, I have just sent that to you. Any information, anything not on that fact fact, [PII] means it would not be covered under the plan.
[AGENT][NEUTRAL] And then I don't know if you're already familiar, but we do have a website for our portal at [PII] in which you can set up your profile so that you can have access to the claim status and also to the explanation of benefits once the claim has been processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well I appreciate your help thank you.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, I think that's all for today.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Yes ma'am thank you bye bye.
[CUSTOMER][NEUTRAL] Yeah