AccountId: 011433970860
ContactId: 945101ce-f6ee-4c0b-98d8-705f801c414a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241990 ms
Total Talk Time (AGENT): 104214 ms
Total Talk Time (CUSTOMER): 34947 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/945101ce-f6ee-4c0b-98d8-705f801c414a_20250508T17:44_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just hoping I could get a fax of um a benefit breakdown for a patient of mine.
[AGENT][NEUTRAL] OK. Is it, you're calling on a dental policy? Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you did say the area code is [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Yes ma'am, 02434296.
[AGENT][NEUTRAL] OK, [PII], give me just a couple of moments please to get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so I do, um, again, any information provided will be a verification of benefits and not a guarantee of payment. What is the patient's name, please, and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So yes, she is a subscriber on this dental policy and it is active with an effective date of [PII].
[AGENT][POSITIVE] And let me get her fax that pulled up and I'll be happy to send that to you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And will the facts need to be put to your attention or is that not necessary, [PII]?
[CUSTOMER][NEUTRAL] It's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can go ahead and give me the fax number while this is loading.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And again that fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I have just faxed that to you so you should be receiving that very soon and then if you all end up filing a claim.
[AGENT][NEUTRAL] With us for her [PII], once the claim has been processed by APL, we do have a portal in which you should be able to check claim status in and that website is located at secured.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] OK. Well, you're very welcome. And is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] You too thank you.