AccountId: 011433970860
ContactId: dba07cdf-7c3a-4de5-bbd4-7e1c08b67d03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 489829 ms
Total Talk Time (AGENT): 158110 ms
Total Talk Time (CUSTOMER): 96391 ms
Interruptions: 2
Overall Sentiment: AGENT=2.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/dba07cdf-7c3a-4de5-bbd4-7e1c08b67d03_20250529T13:51_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, can I get a fax of the patient's dental benefits, please?
[AGENT][NEUTRAL] OK, you're needing to get a fax back of dental benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 381-880-450
[AGENT][NEUTRAL] OK, now, [PII], that is not an APL policy number?
[CUSTOMER][NEUTRAL] OK, well let me get in here and look at the card it it I think it is um.
[AGENT][NEUTRAL] Is that their social security number?
[AGENT][NEUTRAL] OK, so that's
[CUSTOMER][NEUTRAL] Would it be the policy number on the card?
[AGENT][NEUTRAL] It would be
[CUSTOMER][NEUTRAL] OK, 02584622.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please, [PII]?
[CUSTOMER][NEUTRAL] It is for Honor [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And actually I don't know if he can do multiple family members at once or if we have to do them separate, but I go ahead and get a couple more for the same family.
[AGENT][NEUTRAL] And are you gonna need separate fax bags for each?
[CUSTOMER][POSITIVE] If we can that'd be great.
[AGENT][NEUTRAL] OK, thank you. And so what is the next?
[CUSTOMER][NEUTRAL] The next one is gonna be for [PII] [PII].
[AGENT][NEUTRAL] Is your name and date of birth?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then we have [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Can go ahead and give me your fax number please, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that all three members are on this policy and it is active with an effective date of [PII]. So if you'll give me just a few minutes to get each of these facts back for you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, just one moment. I'm gonna have to reload one of my screens. I'm sorry.
[CUSTOMER][NEUTRAL] OK, you're fine.
[AGENT][NEUTRAL] And will the facts need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And again that fax number is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK so I've just sent you the one for ginger.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me get the next one.
[CUSTOMER][NEUTRAL] Is the only insurance verification.
[CUSTOMER][NEUTRAL] And he's definitely I need the social uh who's got.
[AGENT][NEUTRAL] I'm gonna send you the one for ginger again because uh I'm not sure if that one is gonna go through or not. You may get it twice, but based on
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A message I just received. I'm just gonna go ahead and try to send this one again as well.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][NEUTRAL] OK, so I have sent you each one of those, Mindy, and if you end up filing a claim for any one of them on our on this policy, once we have processed the claim here at APL, we do have a portal in which you should be able to check claim status for them in and our portal website is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][POSITIVE] Mhm. Yes, ma'am. That is correct. Yes, ma'am. So provided there's not any type of technical issue, you should be receiving those very soon.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] OK. Well, you're very welcome. So is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, that'll do it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL [PII], and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.