AccountId: 011433970860
ContactId: d7d4fbe6-14dd-465d-ae89-e9046cdfb87d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428329 ms
Total Talk Time (AGENT): 175914 ms
Total Talk Time (CUSTOMER): 139214 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/d7d4fbe6-14dd-465d-ae89-e9046cdfb87d_20250416T19:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] We had some crowns done and
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from [PII]'s office. I have a patient here that's wondering what he has for coverage as far as fillings is concerned because he has some cavities.
[AGENT][NEUTRAL] OK, so you're needing to get dental eligibility and a fax back of a member's benefits, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, or an email. I, we don't have a fax machine.
[AGENT][NEUTRAL] OK, yes ma'am. I can email you the fax back of his benefits and [PII], what is the callback number for you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] No, your policy number 02484054.
[AGENT][POSITIVE] OK, thank you one moment for me to get the member's information pulled up.
[CUSTOMER][POSITIVE] That's your grandkids. They're adorable. Thank you.
[CUSTOMER][NEUTRAL] Yeah, like.
[AGENT][NEUTRAL] OK, and the information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that he is the subscriber on this general policy, [PII], and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And give me just a moment to get the fax back pulled up and I'll be happy to email that to you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the email address, [PII], that you would like this sent to?
[CUSTOMER][NEUTRAL] It's [PII] and [PII] is spelled [PII], you know.
[AGENT][NEUTRAL] I'm so.
[AGENT][NEUTRAL] Um, yeah, spell it all out because there's an echo on our call.
[CUSTOMER][NEUTRAL] Alright, one second here. Let me put you off a speakerphone. Maybe that will help.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] OK, yeah, yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and then [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] [PII]. Oh God, I can't.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's a, OK, so.
[AGENT][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] OK, all right, one moment.
[CUSTOMER][NEUTRAL] Mostly he just wants to know if you cover fillings and what percentage.
[AGENT][NEUTRAL] Yes, and all of that information, all of the codes and any uh will be on this fax back and anything, any code not on the fax back, [PII] means it's not covered under his policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's still loading, so just a moment.
[AGENT][NEUTRAL] OK, so I'm just gonna
[CUSTOMER][NEUTRAL] They're gonna send it to us.
[AGENT][NEUTRAL] I'm gonna repeat this right back to you, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I don't think so. [PII]
[AGENT][NEUTRAL] OK, I'm gonna, OK, let me, let me say it back. Let me, I'm gonna spell it back for you instead of saying [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You got it girl perfect thank you. You're good at that but I can't when I start saying all those letters I I start losing track of where I'm at.
[AGENT][NEUTRAL] All right then.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, well, I'm fixing to, I'm fixing to email you this fax back again. Anything not on the fax back means that that it is not covered under his plan and if you will end up filing a claim with APL for him once the claim has been processed by us, we do have a portal that you should be able to check claim status in and the website for our portal, which is also gonna be in the email that I'm sending but it's secured.
[CUSTOMER][NEGATIVE] Can't do it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. OK. Well, if that is all I can, yes, ma'am, and the email that you should get in just a moment will come from [PII] and I did put facts back in the subject line.
[CUSTOMER][POSITIVE] Very good.
[CUSTOMER][POSITIVE] Thank you for your help.
[CUSTOMER][NEUTRAL] OK, let me just see if it came through for me. Sometimes it goes to.
[CUSTOMER][NEUTRAL] Bam.
[CUSTOMER][NEGATIVE] Unlock the power of CV No here stream whisk.
[AGENT][NEUTRAL] It may take it a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Anything else just give me one moment.
[CUSTOMER][POSITIVE] Uh, it's going to come through. It didn't come to the computer yet, but it went to the phone, so, OK, thank you very much.
[AGENT][POSITIVE] All right, well, you are certainly very welcome. So again, if there's anything else that we can help you with, give us a call. Otherwise, thank you for calling APL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] Would be good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. You as well bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.