AccountId: 011433970860
ContactId: 940def41-ec00-4935-8eee-23dfc4527b72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283510 ms
Total Talk Time (AGENT): 111622 ms
Total Talk Time (CUSTOMER): 64611 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/940def41-ec00-4935-8eee-23dfc4527b72_20250626T12:18_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] Hi [PII], I'm calling to verify members benefits.
[AGENT][NEUTRAL] OK, you're needing benefits only and not eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes, benefits only.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Are you speaking to [PII]?
[AGENT][NEUTRAL] Thank you and on what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please, Honor.
[CUSTOMER][NEUTRAL] Um, that's 02.
[CUSTOMER][NEUTRAL] Sorry, 02585592.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Is this on a dental policy on her?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so on our dental policies we have fax facts of the member's benefits that I will send over to you. So first off, any information that is provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's [PII] and the last name is spelled [PII] K.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And what is a good fax number on it that I can send his benefit information to?
[CUSTOMER][NEUTRAL] Uh, that would be [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you. So one moment for me to get that information pulled up for you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's still loading on just one moment.
[CUSTOMER][POSITIVE] No problem, take your time.
[AGENT][NEUTRAL] And will the fax need to be sent to your attention, or is that not necessary?
[CUSTOMER][NEUTRAL] No, it's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna repeat the fax number back to make sure I heard you correctly. 770.
[AGENT][NEUTRAL] 7551847.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Is that correct? OK.
[CUSTOMER][POSITIVE] Yep correct.
[AGENT][POSITIVE] OK, so I have just sent that to you, so you should be receiving that uh very soon. And then honor if you all end up filing a claim for this member with us, once the claim has been processed, we do have a portal in which you should be able to check claim status for him by going to secured.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] And as of now, there is no history on file for this member.
[CUSTOMER][POSITIVE] OK, thank you very much for that.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And is there anything else that I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that's all I need. Thank you very much.
[AGENT][POSITIVE] OK, [PII]. Well, thank you for calling APL and I hope that you have a very nice day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Yes, sir. Thank you. Bye bye.