AccountId: 011433970860
ContactId: d2df1111-afb9-431c-8a51-845612f178f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113269 ms
Total Talk Time (AGENT): 59120 ms
Total Talk Time (CUSTOMER): 51695 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/d2df1111-afb9-431c-8a51-845612f178f5_20250411T13:28_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was needing to find out if a patient has dental benefits.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02610764.
[CUSTOMER][NEUTRAL] Uh, I just, I'm like.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, the patient is [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is showing that it's still active and for a breakdown of the benefits and the fee schedule, I can fax that over to you.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] OK, and your fax number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's tension [PII] [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you guys do accept electronic claims, correct?
[AGENT][NEUTRAL] Um, yes, ma'am. Our payer ID is 60801.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Yeah, thank you again, [PII] for calling APL. You have a great weekend. Mm bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you.