AccountId: 011433970860
ContactId: 9c8d58ba-ccbc-4e6a-9aa8-67ea5c74bea0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393730 ms
Total Talk Time (AGENT): 143422 ms
Total Talk Time (CUSTOMER): 70101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/9c8d58ba-ccbc-4e6a-9aa8-67ea5c74bea0_20250509T15:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, or excuse me, rather, good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII]. I am trying to get patient information regarding a dental breakdown.
[AGENT][NEUTRAL] OK, [PII], you're needing a fax back sent to you for a dental policy?
[CUSTOMER][POSITIVE] Yeah that works too
[AGENT][POSITIVE] OK. Yes, ma'am. I can help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] 608-236.
[AGENT][POSITIVE] Thank you. Give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name, uh, place and their date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so he is a subscriber on this policy, [PII], and this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And what is a good fax number that I can send this information to you at?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And still on my ports still loading that.
[AGENT][NEUTRAL] Will it need to have your name on the fax or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And again just to repeat the fax back to make the fax number to make sure I heard it correctly, it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well, that is headed your way. I have sent that to you, [PII], so provided there's not any type of technical issue, you should be receiving that, um, shortly. And then if you will end up filing a claim with us for him, we do have a portal that you should be able to check claim status in once the claim has been processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK perfect um well the fax have history included?
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] It does not.
[AGENT][NEUTRAL] What type of what?
[AGENT][NEUTRAL] What information do you need? What's the code?
[CUSTOMER][NEUTRAL] Preventative.
[CUSTOMER][NEUTRAL] I'd like bite wings FMX. OK, so I have a 0150.
[AGENT][NEUTRAL] yeah.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] You want all the codes at once?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so 26 of 20.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What about a 0 120?
[AGENT][NEUTRAL] 11 1 24.
[CUSTOMER][NEUTRAL] A 1110.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] 55 2009.
[CUSTOMER][NEUTRAL] 0274.
[AGENT][NEUTRAL] 419 of 24.
[CUSTOMER][NEUTRAL] Um, pano FMX 0210 or 0330.
[AGENT][NEUTRAL] 0210 is 312 09.
[AGENT][NEUTRAL] And 330 is.
[AGENT][NEUTRAL] 25 of 16.
[CUSTOMER][NEUTRAL] OK, um, what about a 4341?
[AGENT][NEUTRAL] 513 of 22.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And a 4910.
[AGENT][NEUTRAL] 213 of 25.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that will do it thank you I appreciate your help.
[AGENT][POSITIVE] Well, you are certainly very welcome. So again, if that is all I could help you with today, thank you so much for calling APL and I hope you have a great weekend, [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Uh-huh, bye bye.