AccountId: 011433970860
ContactId: f2c407f0-f178-460a-8c9a-a76572dac692
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241029 ms
Total Talk Time (AGENT): 79185 ms
Total Talk Time (CUSTOMER): 76059 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/f2c407f0-f178-460a-8c9a-a76572dac692_20250305T13:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling as a provider from Cliburn Dental, and we were just calling to check to see if this patient is in network with our dental office and to see if maybe you can provide us with their um.
[CUSTOMER][NEUTRAL] Member ID?
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am. Name is [PII]
[CUSTOMER][NEUTRAL] And a good call back number is [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now, um, do you have the member's social?
[CUSTOMER][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so unfortunately I do not. Is there any way else I can anything else I could provide for you?
[AGENT][NEUTRAL] Um, yes, the name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] Um last name is [PII], [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And one moment, I'm waiting on my system.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the date of birth, please?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I found him in our system and just let me advise you that verification of coverage does not guarantee payment of claims. Um, his policy number is
[AGENT][NEUTRAL] 024.
[AGENT][NEUTRAL] 78398.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. No problem. And the effective date on the policy was [PII].
[AGENT][NEUTRAL] The policy is still active.
[AGENT][NEUTRAL] And as far as the network go um we work with our providers, there is no network.
[AGENT][NEUTRAL] And if you need a list of benefits and the fee schedule, I can fax that over to you.
[CUSTOMER][POSITIVE] Yes ma'am, that'll be great.
[AGENT][NEUTRAL] OK. And what's your fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. So that's attention [PII] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No thank you that'll be all thank you so much.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You do the same thank you bye bye.
[AGENT][POSITIVE] Mm. You're welcome.