AccountId: 011433970860
ContactId: bdc2b8c1-06dd-4b98-9fd3-ebf10dae420b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287239 ms
Total Talk Time (AGENT): 86282 ms
Total Talk Time (CUSTOMER): 149135 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/bdc2b8c1-06dd-4b98-9fd3-ebf10dae420b_20250515T18:30_UTC.wav
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[CUSTOMER][NEUTRAL] Is that your appointment.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII]. I'm calling from a dental office. We have a patient who, um, apparently has benefits through her job, and I was told that it was benefits in the card. I called the number that was provided and they sent me to you, so I have no idea how to even forward a like, can you walk me through on how to send a claim form to your company?
[AGENT][NEUTRAL] Uh, sure. Um, do you want me to check the member, make sure they're in our system?
[CUSTOMER][NEUTRAL] For dental.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] OK. Did you by chance have a policy number or I can look it up by name or social?
[CUSTOMER][NEUTRAL] Um, I have, uh, an employee ID.
[CUSTOMER][NEUTRAL] Um, and I can give you the name. It's um [PII], but it's spelled [PII] and there's an accent over the [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then last name is [PII] Let me see, I do have her social. Um let me get that for you.
[CUSTOMER][NEUTRAL] Her social is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a good callback number, [PII], just in case we're disconnected.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I I sure do, yeah, and it's a direct line it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's the dental office of Doctor [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, I found her policy. Let me get that pulled up real quick. I can give you the policy number that way you can file with that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then do you have her date of birth?
[CUSTOMER][NEUTRAL] I do. It is [PII].
[AGENT][NEUTRAL] OK, perfect. Her policy number is 262-4400.
[AGENT][NEUTRAL] And then, um, I can give you our mailing address, payer ID, and fax, whatever works best for you.
[CUSTOMER][NEUTRAL] OK, I'll do, can I have all of them?
[AGENT][NEUTRAL] Yeah, um, payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that zip is [PII].
[AGENT][NEUTRAL] And then lastly, fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and is there uh they sent me to you so I don't have a direct line if we have questions, so what is your number?
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][POSITIVE] Or a number that's good to call.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and then what is the name of the company?
[AGENT][NEUTRAL] A more American public life.
[CUSTOMER][NEUTRAL] American.
[CUSTOMER][NEUTRAL] Public life. OK, perfect. Can you do me a favor like while you're on the phone, do you know if she has like uh obviously she probably has other network benefits, right?
[CUSTOMER][NEUTRAL] In and out
[AGENT][NEUTRAL] Yes, she does. Uh-huh.
[CUSTOMER][NEUTRAL] OK, is there any way, um, could you fax me her benefits?
[AGENT][NEUTRAL] Yeah, what's your effects?
[CUSTOMER][NEUTRAL] Or do you not do that? OK, it's area code 8. OK, perfect, 828.
[AGENT][POSITIVE] Yeah, we do fast facts.
[CUSTOMER][NEUTRAL] 277.
[CUSTOMER][NEUTRAL] 7871
[AGENT][NEUTRAL] OK, I'll get that sent over.
[CUSTOMER][NEUTRAL] And then is fluoride, oh, I'm sorry, but I apologize is fluoride covered on her policy do you know?
[AGENT][NEUTRAL] Um, it would be up to age [PII].
[CUSTOMER][POSITIVE] OK perfect all right I appreciate your time thank you so much.
[AGENT][NEUTRAL] OK, I'll get that faxed over. Just give me a few minutes.
[CUSTOMER][POSITIVE] Yep, no worries I appreciate you thanks bye bye.
[AGENT][POSITIVE] Thank you for calling.