AccountId: 011433970860
ContactId: bca5fbec-7675-49d3-bf44-2ac3e88c4c7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113419 ms
Total Talk Time (AGENT): 57519 ms
Total Talk Time (CUSTOMER): 61386 ms
Interruptions: 3
Overall Sentiment: AGENT=2.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/bca5fbec-7675-49d3-bf44-2ac3e88c4c7f_20250325T13:09_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] with Stone Lake Family Dentistry. I'm just calling to see if we can get a breakdown for dental benefits.
[AGENT][NEUTRAL] Sure, did you need to fax over to you or you have particular questions about the fax bag?
[CUSTOMER][NEUTRAL] A fax would be great.
[AGENT][NEUTRAL] OK, and you know, may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Yes, so the best callback number is [PII].
[CUSTOMER][NEUTRAL] And the patient's policy number is 025512007.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yep, Mac Xavion [PII] and it is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So on the um the fax back, you'll see the calendar year max and deductible, all the percentages, frequencies, exclusions, all the ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Got you. OK, that is perfect thank you so much.
[AGENT][NEUTRAL] You're welcome. And what's a good fax number for you?
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] And do I need to pay attention, general?
[CUSTOMER][NEUTRAL] You can, yes ma'am, that's fine.
[AGENT][NEUTRAL] Alright, and it's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty, and I'm sending this to you now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I don't believe so thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.