AccountId: 011433970860
ContactId: c3a39307-8e67-4e1c-bbf3-f6ac88b303d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244570 ms
Total Talk Time (AGENT): 103510 ms
Total Talk Time (CUSTOMER): 40691 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/c3a39307-8e67-4e1c-bbf3-f6ac88b303d6_20250129T14:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just needing a fax back of benefits for a patient of ours.
[AGENT][NEUTRAL] OK, you're needing a fax back of benefit stamps, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] Thank you, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] It is 25 or I'm so sorry 02554446.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And any information [PII] that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, so I do show that Mr. [PII] is the subscriber on this dental policy and it is active effective [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And give me one moment to get his information put on this fax back.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Uh-huh, you're welcome.
[AGENT][NEUTRAL] And will I need to be put to your attention, [PII] or is that not necessary?
[CUSTOMER][NEUTRAL] Um, no, no need for that at all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] And what is your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. I'm just gonna repeat that back to make sure I heard you correctly. [PII].
[CUSTOMER][POSITIVE] Yes ma'am perfect.
[AGENT][NEGATIVE] OK, well I have just sent that to you and also there is no history on file for him either.
[CUSTOMER][POSITIVE] OK perfect thank you very much.
[AGENT][NEUTRAL] OK, well, you are certainly very welcome. So again, is there, and, and one last thing, I don't know if you've ever been given our portal website, [PII], but once our the claim has been processed by APL, you should be able to access this our explanation of benefits and check claim status by going to our portal. It's secured. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect thank you very much.
[AGENT][POSITIVE] OK, well, you are certainly very welcome. So again, if that's all then that I could help you with, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Uh, thank you as well.