AccountId: 011433970860
ContactId: e0554028-b235-48a1-8b36-6a01dc6986cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217559 ms
Total Talk Time (AGENT): 113759 ms
Total Talk Time (CUSTOMER): 38078 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/e0554028-b235-48a1-8b36-6a01dc6986cf_20250501T20:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I was trying to get a fax back of dental benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], you're needing a fax back on a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] 428-048-125
[AGENT][NEUTRAL] OK, is that their social security number?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, so you did not have their policy number, correct?
[CUSTOMER][NEUTRAL] Correct, sorry.
[AGENT][NEUTRAL] OK, just one moment please.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on this dental policy and the correct policy number that you should have is 01638221.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the policy, yes, ma'am, the policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And will the facts need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary.
[AGENT][NEUTRAL] OK, alright, so just one moment while that pulls up for me.
[AGENT][NEUTRAL] And [PII], what is your fax number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and again, that was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, so I have just sent that to you, [PII] so provided there's not any type of technical error, you should be receiving that very soon, and [PII], if you will end up filing a claim with APL once it has been processed, we do have a portal in which you should be able to check claim status for this member and the website for that portal is located at [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that'll be it. Thank you so much.
[AGENT][POSITIVE] Well, you're welcome, [PII], and thank you again for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.