AccountId: 011433970860
ContactId: 9effaa1a-bd7c-478a-8637-6b02a5e27e11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268269 ms
Total Talk Time (AGENT): 120310 ms
Total Talk Time (CUSTOMER): 119863 ms
Interruptions: 5
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/9effaa1a-bd7c-478a-8637-6b02a5e27e11_20250425T17:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I do not
[CUSTOMER][NEUTRAL] Yes ma'am, I was just giving you a call because I was wanting, I was needing um to see if I could get a fax back for a patient. I'm calling from a provider's office.
[AGENT][NEUTRAL] OK, so you're needing a dental fax back, is that correct?
[CUSTOMER][NEUTRAL] Yes please call and that she was talking about the FMLA but that nothing is set in stone. It hasn't really been like approved or denied yet.
[AGENT][POSITIVE] OK, yes ma'am, give me just one moment and I can help you with that.
[CUSTOMER][NEUTRAL] Um, so I have no idea.
[AGENT][NEUTRAL] OK, and who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you and what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEGATIVE] I've already had to break my schedule down for next.
[CUSTOMER][NEUTRAL] I'm sorry, but she was gonna be.
[AGENT][NEUTRAL] What is the policy number that you're calling about today?
[CUSTOMER][POSITIVE] Um, it is, oh, give me one second, I'm sorry.
[CUSTOMER][NEUTRAL] Um, it is 02492096.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and any information that I do provide for you, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] What a mess.
[CUSTOMER][NEUTRAL] I'm sure your girls are frustrated, your MOT dead, you are right.
[AGENT][NEUTRAL] OK, so I do show that he is a dependent on this policy and it is active Iru with an effective date of [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes ma'am, and give me just a moment for the fax back to load and I'll be happy to send that to you.
[CUSTOMER][NEUTRAL] And then do you happen to have the member ID for this patient?
[AGENT][NEUTRAL] The policy number is the correct, the number that you gave me is the correct number for this number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then it is um American Public Life, right?
[AGENT][POSITIVE] That is correct. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good fax number for you, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And does the fax need to be put to your attention, Iris, or is that not necessary?
[CUSTOMER][NEUTRAL] Yes, you can do attention Iris, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And again that fax number is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I have just sent that to you and I if you all do file a claim with us for this number once the claim has been processed by us, we do have a portal in which you should be able to check claim status for him and the website that you would go to for that is secured. [PII].
[CUSTOMER][NEUTRAL] Let me put that in the notes one second.
[AGENT][NEUTRAL] Mhm, sure.
[AGENT][NEUTRAL] Again, that's secured. [PII].
[CUSTOMER][NEUTRAL] Hey hey hey.
[CUSTOMER][NEUTRAL] OK, I'm sorry, that was secured [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][POSITIVE] That is correct, yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty, I went ahead and put that in there thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. And is there anything else that I could help you with today, Iris?
[CUSTOMER][NEUTRAL] No that was it thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You have a wonderful weekend as well thank you so much have a good day bye.
[AGENT][POSITIVE] Thank you. Yes, ma'am. You too. Bye bye.