AccountId: 011433970860
ContactId: d2489038-0fa2-4fea-af0f-b13ae959ff13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218399 ms
Total Talk Time (AGENT): 52842 ms
Total Talk Time (CUSTOMER): 138673 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/d2489038-0fa2-4fea-af0f-b13ae959ff13_20250113T17:40_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you this morning?
[AGENT][NEUTRAL] I'm doing fine. How are you?
[CUSTOMER][POSITIVE] Pretty good. I've got a dental office online and they are calling to verify benefits for an insured. Uh, his name is [PII].
[CUSTOMER][NEUTRAL] His policy is 246-0689. Can you speak with him?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Proactive Dental. I'm, um, I, I want the benefits breakdown for the patient, um, [PII]. Uh, is it, is it possible for me to get a fax back on that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Uh, not my name. The patient name is [PII].
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how do you spell that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for anemia.
[CUSTOMER][NEUTRAL] uh
[AGENT][NEUTRAL] And the patient is [PII].
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] And do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you Panemia.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you were just needing to fax back a benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is your fax number?
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, that's it for now, so, um.
[CUSTOMER][NEUTRAL] Uh, the device, um.
[CUSTOMER][NEUTRAL] I, I wanted to confirm, so, uh, so he's active, um, the patient is active on the insurance, right? OK, and the carrier name is American Public Life Group Plan Universal Trucking Open source.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And uh what is the address [PII].
[AGENT][POSITIVE] That is correct. Uh-huh.
[CUSTOMER][NEUTRAL] [PII] and the phone number [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK and uh the group number is 24702?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] Payer ID 60801.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I think, yeah, that's it for now. Alright, um, uh, the rest I think we can.
[CUSTOMER][NEUTRAL] Go over with the thing um when we get the fax back so I will get the details about the annual max in benefits.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, OK, ma'am, thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APO. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too ma'am bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.