AccountId: 011433970860
ContactId: 9f055ad9-9c6b-4954-84f8-f36e1bd262c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290829 ms
Total Talk Time (AGENT): 104502 ms
Total Talk Time (CUSTOMER): 46821 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9f055ad9-9c6b-4954-84f8-f36e1bd262c8_20250505T18:18_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] Uh, yes, Miss. [PII], I need to see about getting a backpack of benefits for a patient please.
[AGENT][NEUTRAL] OK, so you're calling on a dental policy. Is that correct? And you're wanting a fax back of benefits?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] What is your name? Who am I speaking with?
[CUSTOMER][NEUTRAL] Oh sorry my name is [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you and the policy number for the member, please.
[CUSTOMER][NEUTRAL] It is 603-567.
[AGENT][NEUTRAL] OK, thank you. One moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And any information [PII] that I do provide for you will 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] It is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so she is a subscriber on this dental plan and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And give me just a moment. I need to get her fax back pulled up so I can type her information on that for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, go ahead and give me your fax number for you, please.
[CUSTOMER][NEUTRAL] Yes ma'am it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Does it need to have your name on there I or is that not necessary?
[CUSTOMER][NEUTRAL] No, it's not necessary.
[AGENT][NEUTRAL] OK. Well, give me just a moment, it's still trying to load for me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And again, you said your fax number is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] Alright, well, I have just sent that to you and so providing, provided there's not any issues you should be receiving that very soon. And then Adie if you all do end up filing a claim with us once it's been processed, we do have a portal that you should be able to check our claim status in and the website for that portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] All right. Well, you are certainly very welcome. So again, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] OK, well thank you so much then for calling APL. Have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.