AccountId: 011433970860
ContactId: c4fccbd4-3975-4828-ab3e-be766137a058
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173809 ms
Total Talk Time (AGENT): 105359 ms
Total Talk Time (CUSTOMER): 38430 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/c4fccbd4-3975-4828-ab3e-be766137a058_20250310T13:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, are you guys able to send over fax packs for eligibility?
[AGENT][POSITIVE] Yes, ma'am. That is how we do our backpack of benefits. So how can I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm trying to just obtain a fax bag for a patient.
[AGENT][POSITIVE] OK, be glad to help you. Go ahead and give me your name and the member's policy number.
[CUSTOMER][NEUTRAL] My name is [PII]. The policy number is 021049993.
[AGENT][NEUTRAL] All right, [PII], thank you for all that information. Now, while I'm pulling this policy up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, [PII], thanks so much for that information. Now, what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All righty. Thank you so much for that information, [PII]. Let's see. And what did you say the date of birth was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Because I'm not showing that is the correct policy number. Give me that policy number one more time. Maybe I keyed that in wrong.
[CUSTOMER][NEUTRAL] 021 049993.
[AGENT][NEUTRAL] 0993. That's what the problem is. Alrighty.
[AGENT][NEUTRAL] King in 8. OK, so, alright, that policy number does belong to [PII]. He is the insured on this dental plan. This show the original effective date is [PII]. He is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want the fax back, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty, good fax number, [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I'm gonna repeat that fax number back and make sure that I'm keying this in correctly. That fax number is area code [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alrighty, you should receive this faxed back a benefit in just a couple of minutes and it is very detailed. Every procedure code covered is on it. The only, and he is not in a PPO network. He can go to any dentist he chooses to go to, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. Is that all I can answer for you today, [PII]?
[CUSTOMER][POSITIVE] Yes, that would be it for today thank you.
[AGENT][POSITIVE] All right. Yes, ma'am, and thanks for calling APO Cassandra. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.