AccountId: 011433970860
ContactId: e9149bc0-acad-4562-b3c1-101678708dce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200880 ms
Total Talk Time (AGENT): 92432 ms
Total Talk Time (CUSTOMER): 63941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/e9149bc0-acad-4562-b3c1-101678708dce_20250512T15:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from providers to dental benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the benefits. Um, can you repeat your name for me, please slowly?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], I'm sorry, you sound really far away. I can't hear you.
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Uh, that's [PII], yes.
[AGENT][NEUTRAL] OK, and [PII], um, you said you needed help with benefits. I couldn't, I couldn't really hear you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. May I have the member's policy number?
[CUSTOMER][NEUTRAL] 2, I'm sorry, 02116844.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Dupe. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And did you need a copy of the fax back or did you have particular questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I've requested fax on, uh, Friday for the same patient, but I didn't receive it yet. So if you can just, uh, fax me the benefits again or you can just answer the questions over the phone.
[AGENT][NEUTRAL] OK, whichever you prefer, I can fax it to you. Um, it looks like it came back with an error, but I do see where she faxed it on [PII]. Um, I can fax it to you if you like or we can go over whatever you prefer.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the fax number is [PII].
[CUSTOMER][NEUTRAL] OK, you can just fax me the benefits and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is the fax number [PII]?
[CUSTOMER][NEUTRAL] Uh, no, our fax number is [PII].
[AGENT][NEUTRAL] OK, that's the number that they sent it, that's the number they gave us on the [PII]. OK, I'll go ahead and fax it to [PII]. Do I need to put attention bunny?
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] May I just know your name please?
[AGENT][NEUTRAL] Sure, my name is [PII]. First initial to my last name is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you and and if I did not receive the fax, I can call back again, right?
[AGENT][POSITIVE] Of course, if you don't receive the fax by the end of day today, definitely give us a call back and we'll assist you with benefits or send it another way if we need to.
[CUSTOMER][POSITIVE] OK thank you have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?