AccountId: 011433970860
ContactId: c7f42bd8-6695-4214-93a2-6c3437fba5cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211979 ms
Total Talk Time (AGENT): 90596 ms
Total Talk Time (CUSTOMER): 31257 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/c7f42bd8-6695-4214-93a2-6c3437fba5cc_20250225T13:43_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] I need to see if I can get a fax back of benefits for a patient.
[AGENT][NEUTRAL] OK, you're needing a dental back pack, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And who am I speaking with please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 01951207
[AGENT][NEUTRAL] Thank you. One moment while I get the member's information pulled up, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information, [PII] that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is a good fax number please, [PII], that I can send this to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And does it need to have your attention on it or is that not necessary?
[CUSTOMER][POSITIVE] Yeah, you don't have to put that on there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And again that fax number was [PII], is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Alright, I have just sent that to you, [PII], so provided that there's not any type of technical glitch, you should be receiving that within just a few minutes and anything not on the fact that [PII] would not be covered under his plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And lastly, once we have processed the claim here at APL, we do have a portal that you should be able to check claim status in and also have access to our explanation of benefits, and our portal website is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You are certainly very welcome. And is there anything else, [PII] I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well then thank you again for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.