AccountId: 011433970860
ContactId: c3a2603c-5775-461d-9f87-a611f9d865fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302549 ms
Total Talk Time (AGENT): 139326 ms
Total Talk Time (CUSTOMER): 79824 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/c3a2603c-5775-461d-9f87-a611f9d865fa_20250129T23:06_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling on behalf of a dental office to check eligibility and benefits. Could you help me with that, please?
[AGENT][POSITIVE] Yeah, I'd love to help you with eligibility minutes today. I cannot talk benefits today, [PII]. um, may I have a good call back number from you real quick?
[CUSTOMER][NEUTRAL] Sure. Callback number is [PII].
[AGENT][POSITIVE] Wonderful. And what is that member's policy number we want to look at today?
[CUSTOMER][NEUTRAL] Sure, that is, OK. This is for, just, sorry.
[CUSTOMER][NEUTRAL] OK, this is 02554423.
[AGENT][POSITIVE] Perfect. Give me 1 2nd to get that policy pulled up for you.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Wonderful. Thank you so much for your patience. And would you be able to verify for me your member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. This is [PII]. Date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. I do see him here. It looks like he's current and active with us with an effective date of [PII]. And for [PII], are you wanting me to send you um his facts back breakdown of benefits?
[CUSTOMER][POSITIVE] Yes please that would be great if you could Ali.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And let me put that together. It should be pretty quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and I'm just waiting for that dialog box on the fax to open up for me.
[CUSTOMER][NEUTRAL] All right, OK.
[AGENT][NEUTRAL] All right, [PII], do you want that made attention to yourself?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then OK, I was not right. OK, and what is a good fax number I can send it to for you?
[CUSTOMER][NEUTRAL] Sure. Uh, the fax number is [PII].
[AGENT][POSITIVE] Wonderful [PII]?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][POSITIVE] Wonderful. All right, I'm gonna send on that for you right now, [PII]. And is there anything else I can do for you today?
[CUSTOMER][NEUTRAL] Sure, before we go, Ali, uh, would that have all the claims mailing address and the group name and number on that?
[AGENT][NEUTRAL] So it actually does not have the group name and number, but it does have like his full benefits deductible breakdown percentages waiting periods, everything else is on there but let me get you the group information OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, please. Thank you.
[AGENT][NEUTRAL] All right, and then.
[AGENT][NEUTRAL] For that group information I have the group number listed as 14,900.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the group name is Universal Trucking Coastal Carriers.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] All right. And also the
[CUSTOMER][NEUTRAL] Paper claims mailing address for this, would that be on the fax pack?
[AGENT][NEUTRAL] It is going to be on the fax back. I can give it to you if you want as well, um, but our PO box is [PII]. That's in [PII].
[AGENT][NEUTRAL] And our zip code here is [PII]. Um, we also have a fax and an electronic payer ID that will be listed on that fax back for you as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. OK. OK, I guess that should do, and I'll just wait for the fax back and if you have a reference number, I'll take that before we go.
[AGENT][NEUTRAL] Oh, you betcha. It's just my name, [PII], first [PII], last name, [PII], and today's date.
[CUSTOMER][POSITIVE] [PII]. Thank you. All right then, [PII], thank, yeah. Mhm.
[AGENT][NEUTRAL] And then that fax typically should come in in the next 5 to 10 minutes for you, [PII].
[CUSTOMER][NEUTRAL] 5 minutes. Sure, I'll wait for that then.
[CUSTOMER][POSITIVE] All right. That should do, [PII]. And thank you for your assistance. Hope you enjoy the remaining part of your day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh thank you [PII] you take care and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.