AccountId: 011433970860
ContactId: 9ac8ddb4-49e9-4a02-95d6-0d86ee917a3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260420 ms
Total Talk Time (AGENT): 116881 ms
Total Talk Time (CUSTOMER): 55245 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/9ac8ddb4-49e9-4a02-95d6-0d86ee917a3e_20250122T15:46_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] I was calling to see if I could get a fax back of benefits for a patient.
[AGENT][NEUTRAL] OK, you're needing a fax back on a dental policy, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] do that
[AGENT][NEUTRAL] I'm so sorry, your voice cut out. I didn't hear your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] 02279773
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] We're both up here at the front.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I think you be using up all your benefits.
[CUSTOMER][NEUTRAL] I don't know or not.
[AGENT][NEUTRAL] And any information cap 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 date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show out that he is a subscriber on this dental policy and it is active with an effective date of [PII]. And give me just a moment to get the fax back information together and I'll be happy to send this over to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Will the facts need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] It's a private fax.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It's taking a moment, [PII], to um to load. Thank you for waiting.
[CUSTOMER][POSITIVE] Mhm, no worries.
[AGENT][NEUTRAL] Go ahead and give me your fax number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and again, that was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so I have just sent that to you, [PII], so provided that there's not any type of technical mishap, you should be receiving that within the next few minutes, and anything that is not on that fact that cap would not be covered under this policy.
[AGENT][NEUTRAL] And then once we have processed the claim cap you all should be able to access the explanation of benefits for APL and check claim status.
[AGENT][NEUTRAL] By going to our portal at [PII].
[CUSTOMER][NEUTRAL] OK, and can we retrieve eligibility information on that as well?
[AGENT][NEUTRAL] You cannot retrieve eligibility. No, that would only be for claim status, yes ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, uh, can I get a reference number for this call?
[AGENT][NEUTRAL] You would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. So that's all I can help you with. Thank you again for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.