AccountId: 011433970860
ContactId: e6209f29-943d-40f2-8455-63a04fd52d92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320959 ms
Total Talk Time (AGENT): 73237 ms
Total Talk Time (CUSTOMER): 136739 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/e6209f29-943d-40f2-8455-63a04fd52d92_20250602T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to verify verify benefits for one of our patients.
[AGENT][POSITIVE] Sure, I can help you with benefits. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and the phone number is [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes, I have 02622566.
[AGENT][NEUTRAL] OK, give me just a moment while I look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] I'm sorry, what, what was the date of birth?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, I don't have that.
[AGENT][NEUTRAL] Birthday on file.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK. Well, can I just verify for her husband then it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] So I gotta remember to take that $5 or something for them.
[AGENT][POSITIVE] I can go ahead and give you benefits for him. Um, you will probably want to call her and get her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Her date of birth. Um, was there
[CUSTOMER][NEUTRAL] Her date of birth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want to fax back?
[CUSTOMER][NEUTRAL] last night
[CUSTOMER][NEUTRAL] Um, I need to, so I, I do need a breakdown of benefits, but I need to see if I have the right, um, uh, name, I guess, and, um, address. Is this gonna be under Carrington Benefit Solutions or APL?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You'll go under APL.
[CUSTOMER][NEUTRAL] OK, it'll be under APL and so the um mailing address is at the [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK perfect I was just making sure um.
[CUSTOMER][NEUTRAL] Let's see, on the fax back, does it, uh, tell you or not whether there's a missing tooth clause?
[AGENT][NEUTRAL] Yes, give me just a moment.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Is it from [PII]
[CUSTOMER][NEUTRAL] Alright, Miss [PII], have they been changed has been
[CUSTOMER][POSITIVE] I said we'll get you checked in. Alright, thank you.
[CUSTOMER][NEUTRAL] 5767.
[CUSTOMER][NEUTRAL] I have.
[AGENT][NEUTRAL] Give me just a moment while I pull up their policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7 96,720.
[CUSTOMER][NEUTRAL] 0233.
[AGENT][NEGATIVE] It looks like this policy does have a missing tooth claw.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then on that fax book also uh does it have whether or not um implants are covered?
[AGENT][NEGATIVE] It looks like implant placement, removal and all related services are not covered.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Not covered. OK, alrighty.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and what was the fax number for the fax back?
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[AGENT][NEUTRAL] All right, let me get that faxed over to you.
[CUSTOMER][NEUTRAL] Will be
[CUSTOMER][NEUTRAL] But tomorrow at [PII].
[CUSTOMER][NEUTRAL] Thursday we have [PII].
[AGENT][NEUTRAL] And just to verify fax number, I have [PII], correct?
[CUSTOMER][POSITIVE] Yes, yes, that's correct.
[AGENT][NEUTRAL] OK, I just sent that over.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That will be it.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye