AccountId: 011433970860
ContactId: 9170ada9-7924-48e3-86ea-ff0d5e9e18cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238429 ms
Total Talk Time (AGENT): 114837 ms
Total Talk Time (CUSTOMER): 65398 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/9170ada9-7924-48e3-86ea-ff0d5e9e18cd_20250416T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, my name is [PII]. I'm trying to get benefits on a patient.
[AGENT][POSITIVE] OK, yeah, I can check benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It is 46053617.
[AGENT][NEUTRAL] OK, so that's gonna be a bit too long to be one of our policy numbers, [PII], um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Uh, no, I don't.
[AGENT][NEUTRAL] OK, uh, only other thing I can try is, uh, if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] [PII] Last name is [PII]
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] Uh, what state, uh, does [PII] live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And was this, um, was this for medical or dental?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have uh [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK. So I did find their dental policy. Uh, let me know when you're ready and I can give you that correct policy number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] That is 0233.
[AGENT][NEUTRAL] 8800.
[CUSTOMER][NEUTRAL] So how did they get this must be his social security number or so no.
[AGENT][NEUTRAL] Uh, that's what I was thinking. I, well, I don't know that it's quite long enough. I'm not sure, but this policy, of course it is active, um, effective date was [PII], and let's see if you'd like I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Is this like a co-pay plan?
[AGENT][NEUTRAL] Um, this plan, I do believe does have a copay, yes.
[CUSTOMER][NEUTRAL] And will that be on the fax back?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK, could you tell me one thing is uh 3120 covered?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Uh, let me check. 3120 is not a covered procedure, no. Uh, so in short, this policy only provides benefits for preventative, uh, radiographs, FMX, and basic. Uh, there's no major coverage under this plan.
[CUSTOMER][NEUTRAL] OK, so yeah, fax back.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] You ready for
[AGENT][NEUTRAL] Yes, I'm ready for that fax number.
[CUSTOMER][NEUTRAL] 314.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], no, that's, that's not the fax number it's [PII]. I'm gonna give you this number again. [PII].
[AGENT][NEUTRAL] Let's see, OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Got it. OK, thank you so much for that. I will go ahead and send that now. Uh, should get it here within about 10 minutes or so. Did you have any other questions for me, [PII]?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.