AccountId: 011433970860
ContactId: 97bc4790-3228-47fc-b41d-3feaba1ef4be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259399 ms
Total Talk Time (AGENT): 114104 ms
Total Talk Time (CUSTOMER): 38363 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/97bc4790-3228-47fc-b41d-3feaba1ef4be_20250617T12:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from Vogo Family Dentist. Are you calling to get, um, eligibility and benefits on a patient?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, [PII], and you said this is for a dental policy, is that correct?
[CUSTOMER][POSITIVE] It is yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And [PII] on our dental policies, we have fax backs of the members' benefits that I will send to you that will have all their information. OK, so first off, what is a good callback number for you?
[CUSTOMER][POSITIVE] Oh that would be perfect, yes, great.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] Um, I have 987271.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK I see any information that I do provide today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that she is the south of the subscriber on this dental policy case here and yes ma'am it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And if you will give me a moment please to get her fax information pulled up I'd be happy to send that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] You can go ahead and give me your fax number while this information is loading for me.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm just gonna repeat that back to you. [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct, yes, mhm.
[AGENT][NEUTRAL] OK, so I have just sent that to you, so you should be receiving that very soon. And then if you all do file a claim and you may already have this information in case if you've seen them before, but once we have processed the claim here, we do have a portal that you should be able to check the claim status in and the website for that portal is located at secured.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Again that's [PII]. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Oh, is there anything else that I could help you with this morning?
[CUSTOMER][POSITIVE] Um, no, that is everything, thank you.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APO and I hope that you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye.