AccountId: 011433970860
ContactId: d03a5e07-8af7-4e70-8c1f-3b683208e775
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235279 ms
Total Talk Time (AGENT): 102851 ms
Total Talk Time (CUSTOMER): 101032 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/d03a5e07-8af7-4e70-8c1f-3b683208e775_20250609T16:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I have a patient that is fixing to walk in the door and she gave us this insurance card through text. I just wanted to see if there was any dental benefits or how we would do that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Ms. [PII], what's the policy number, please?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] It is. That's OK. Give me just a second, let me go right back.
[CUSTOMER][NEUTRAL] Um, policy number is 02582916.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK. And do you have a callback number, Ms. [PII], in case the call drops?
[CUSTOMER][NEUTRAL] [PII]. I don't know if you.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, where's their birthday?
[CUSTOMER][NEUTRAL] Um, do we have a birthday on this, [PII]? I'm on the phone with the insurance company.
[CUSTOMER][NEGATIVE] They did not because that was when the power went out. Hold on one second let me see. Our power just went out, so we lost everything whenever we were talking to.
[AGENT][NEUTRAL] Oh, excuse me.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Oh, say that birthday one more time. I couldn't hear you.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, yeah, we had storms over here early this morning, but luckily our power hadn't gone out. So I guess it's moving towards the west.
[CUSTOMER][NEGATIVE] Oh yeah it was bad here this morning mhm.
[AGENT][NEUTRAL] Or east, um, but I do show her effective date is [PII] and she is active on the policy. And are you just needing general benefits or I can send you a fax back?
[CUSTOMER][NEUTRAL] Um, yeah, that's fine if you wanna send me a fax and then, um, if I have questions I can call I guess just because she's, is there any history or anything on it?
[AGENT][NEUTRAL] Uh let me see.
[CUSTOMER][NEUTRAL] I wouldn't assume if it was [PII], but.
[AGENT][NEUTRAL] No, but let me see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It looks like she had a.
[AGENT][NEUTRAL] I'm so sorry. Um, her last bike wing and exam was [PII] of this year.
[CUSTOMER][NEUTRAL] [PII] this year, but no cleaning or anything like that.
[AGENT][NEUTRAL] She had a code for periodontal maintenance, but under her policy, it's major services and major services are not covered under the plan.
[AGENT][NEUTRAL] Excuse me, I'm sorry.
[CUSTOMER][NEUTRAL] OK, no major.
[AGENT][NEUTRAL] And what's your fax number, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And are y'all still getting um faxes even though your power went out?
[CUSTOMER][NEUTRAL] Yeah, right, mhm.
[AGENT][POSITIVE] OK. I'm so sorry. I keep coughing in your ear. I apologize.
[CUSTOMER][NEUTRAL] And we just send that's OK and we send the claims to this [PII]?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I let me see which one she has.
[CUSTOMER][NEUTRAL] And this covers out of network too, right?
[AGENT][NEUTRAL] All right, we don't have a network, uh, she can go to a multi plan provider, but it's not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm sending this over to you right now.
[CUSTOMER][POSITIVE] OK, if I have any other questions I will call you. Thank you so much.
[AGENT][POSITIVE] All right. You're welcome, Ms. [PII], Ms. [PII], you have a great day.
[CUSTOMER][NEUTRAL] That's OK. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.