AccountId: 011433970860
ContactId: c25af34f-26cc-4f1d-bb4c-51bad8b0b551
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232770 ms
Total Talk Time (AGENT): 110336 ms
Total Talk Time (CUSTOMER): 29319 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/c25af34f-26cc-4f1d-bb4c-51bad8b0b551_20250415T14:16_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, could I get a fax back of dental coverage?
[AGENT][NEUTRAL] OK, you're needing to get a fax pack of dental benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, and [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] 614-0800
[AGENT][NEUTRAL] 614-080. Is that correct?
[CUSTOMER][NEUTRAL] 614-0800.
[AGENT][POSITIVE] Yes, ma'am. That's what I said. That is correct.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Bear with me just one moment, [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and any information 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 their date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that Mr. [PII] is the subscriber on this policy. It is active with an effective date of [PII].
[AGENT][NEUTRAL] And while this is loading, what is a good fax number, [PII], that I can send this to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and will it need to be put to your attention?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. All right. So just a moment, it's, it's still loading for me.
[AGENT][NEUTRAL] OK, and again, you said your fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I have just sent that to you, [PII], so provided there's not any type of technical mishap, you should be receiving that within just the next few minutes and then just one additional thing [PII], if you all do file a claim with us for him once we've processed the claim, we do have a portal in which you should be able to check claim status and our website for the portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] All right. Well, you are certainly very welcome. And is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you for calling ATL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.