AccountId: 011433970860
ContactId: b913eb05-3703-40eb-8ef5-bd7b3ea927b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263529 ms
Total Talk Time (AGENT): 110808 ms
Total Talk Time (CUSTOMER): 36970 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/b913eb05-3703-40eb-8ef5-bd7b3ea927b4_20250505T18:27_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yeah, my name is [PII]. I'm calling from a dental provider's office. I was just calling to get benefits on a patient.
[AGENT][NEUTRAL] I say if you're needing a fax back sent to you for a dental policy?
[AGENT][POSITIVE] Is that correct? Yes, ma'am, I can help you with that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] And what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Was that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And then what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 614-213.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And any information that I do provide for you [PII] 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 that she is the spouse of the subscriber on this policy and it is active and the effective date on the plan is [PII].
[AGENT][POSITIVE] And give me a moment to get her facts that pulled up and I'll be happy to send you her information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] On that fax does it show what they've used at their max?
[AGENT][NEUTRAL] I can check that for you separately.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] It shows what their max is and what their calendar year deductible is, what has been used it for this calendar year, no, it will not show that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But I can check that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And go ahead and give me your fax number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, again, that fax number was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Alright, so I have just sent that to you.
[AGENT][NEUTRAL] And then if you all end up while I'm looking this other information up if you will end up filing a claim with us for her fade once it's been processed, we do have a portal that you should be able to check our claim status in and that website for the portal is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And as of now, she has not used any of our benefits for this calendar year.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] OK, well then, thank you so much, Faith, for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.