AccountId: 011433970860
ContactId: b2bf06e9-04c3-4e4f-af91-2853ae94f2bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411480 ms
Total Talk Time (AGENT): 144206 ms
Total Talk Time (CUSTOMER): 81497 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/b2bf06e9-04c3-4e4f-af91-2853ae94f2bd_20250210T21:16_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] Hi, this is [PII]. I'm just trying to get a dental breakdown of benefits via email.
[AGENT][NEUTRAL] OK, [PII], you need them emailed and not faxed?
[CUSTOMER][NEUTRAL] Uh, yeah, I tried requesting it by fax 3 times, but I'm not sure if we have an issue with our fax, so we're trying to, to get it via email instead.
[AGENT][NEUTRAL] OK, [PII], I can help you. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] Uh, sure. It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Uh, sure. Policy number, I believe this is just the social. It's 497250886.
[AGENT][NEUTRAL] 497258006
[CUSTOMER][NEUTRAL] 497,250.
[AGENT][NEUTRAL] Well, you said, OK, so you said you thought it was a social, so I was repeating it back in social format. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today would be a verification of benefits are showing, not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yeah. First name is [PII], last name [PII]. Birthday is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your fax number? Cause I just wanna see what's, uh, I can see where it's been sent twice.
[AGENT][NEUTRAL] Via fax.
[CUSTOMER][NEUTRAL] Uh yeah. Fax number is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yes, ma'am. That is the that is the number that's in our system that it was sent to. OK, so give me just a moment to get this.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold up.
[AGENT][NEUTRAL] And the information put on there?
[AGENT][NEUTRAL] And the policy number that you should have for her is 01246519.
[CUSTOMER][POSITIVE] OK, thank you for that.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, so just a moment.
[AGENT][NEUTRAL] OK, and what is the email address that you want this sent to?
[CUSTOMER][NEUTRAL] Oh yeah, you mean [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Wait, just, you're, I'm sorry, your, your voice is cutting out. It's going in and out. So it's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]. So that is just one word.
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so [PII], is that correct?
[CUSTOMER][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] OK, so I have just sent that to you, [PII], or do you, are you the one who checks the emails?
[AGENT][NEUTRAL] I mean, is it coming to you?
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] You may have to refresh, but I do, I do want to make sure that you did receive it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh yes, I think I have it. Thank you so much, [PII].
[AGENT][NEUTRAL] OK perfect you are very welcome and it does also in that email talk about I don't know they may have given you this information already today about setting up your profile at our in our portal at [PII] but once a claim has been processed with APO [PII], you should be able to check claim status by going um to that portal and you can have access to your explanation of benefits there as well.
[CUSTOMER][POSITIVE] All right, great. Thank you so much, [PII]. I'll take note of that.
[AGENT][POSITIVE] OK. Well, well, you are certainly very welcome. You too, and if that's all I can help you with, thank you again for calling APL and I hope you have a nice evening.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] You. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] You have been removed from the call. Goodbye.