AccountId: 011433970860
ContactId: c4e9bd31-6305-473e-bf9f-4af98b3c3da8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312220 ms
Total Talk Time (AGENT): 114249 ms
Total Talk Time (CUSTOMER): 63053 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/c4e9bd31-6305-473e-bf9f-4af98b3c3da8_20250513T14:37_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] Hey [PII], this is [PII] with care dental.
[CUSTOMER][NEUTRAL] I was calling to get information on a patient.
[AGENT][NEUTRAL] OK [PII], are you needing a breakdown, a fax back of the member's benefits?
[CUSTOMER][NEUTRAL] Um, a little bit of both.
[AGENT][NEUTRAL] OK, I can help you. What is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Um, let me see, I'm not sure if we have the policy number, but I have a social.
[AGENT][NEUTRAL] OK, what is the full social?
[CUSTOMER][NEUTRAL] OK, that is [PII].
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and any information that I did provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show he is the subscriber on this policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Policy number is 02604850. That information will be on the fax back also.
[CUSTOMER][NEUTRAL] OK, does he have any waiting periods?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] None? OK, uh, missing tooth cloth?
[AGENT][NEUTRAL] Yes, and that's stated on the fax back.
[CUSTOMER][NEUTRAL] Everything's on the fax back. OK, alright, if you can just fax that over to me please.
[AGENT][NEUTRAL] Yes ma'am, uh-huh and
[AGENT][NEUTRAL] OK. All right. And then anything not on the fax back would not be covered?
[AGENT][NEUTRAL] And then let's see, give me just a moment.
[CUSTOMER][NEUTRAL] Anything not on the fax is not covered, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your fax number, please?
[CUSTOMER][NEUTRAL] Um, that is [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Does it need to have your name on the fax or is that not necessary, [PII]?
[CUSTOMER][NEUTRAL] Um, no, it's not necessary.
[AGENT][NEUTRAL] And again your fax number is [PII], is that correct?
[CUSTOMER][POSITIVE] uh-huh, correct.
[AGENT][NEUTRAL] OK, so I have just sent that to you so provided there's not any type of technical issue, you should be receiving that very soon. And then one additional piece of information for you is if you will end up filing a claim for him once we have processed that claim, [PII], you all should be able to check status in our portal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And our portal website is located at [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] All right, well, is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, no, that's gonna be it, thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome and again thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Uh huh you as well uh huh bye bye.
[AGENT][POSITIVE] Uh, yes, ma'am. Uh-huh. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh bye bye.