AccountId: 011433970860
ContactId: f2f00d62-85ca-4fcd-90d6-9a13e6f2b3b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334070 ms
Total Talk Time (AGENT): 149649 ms
Total Talk Time (CUSTOMER): 191188 ms
Interruptions: 7
Overall Sentiment: AGENT=2.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/f2f00d62-85ca-4fcd-90d6-9a13e6f2b3b0_20250428T12:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental provider's office. I was wondering if I could possibly get a fax back of eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, you said your name is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][NEUTRAL] And you're needing to get a fax back a benefits for a member, is that also correct, [PII]?
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Uh, yes, ma'am. I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, our number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what is the member's policy number, please?
[CUSTOMER][NEUTRAL] So he said that he could not find one but I do have his name and date of birth.
[AGENT][NEUTRAL] OK, I can't search by date of birth. Do you have his full social?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do
[AGENT][NEUTRAL] Alright, just one moment.
[CUSTOMER][NEUTRAL] what
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I don't think she mentioned that right.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] I don't know where.
[AGENT][NEUTRAL] OK. And what is that, please?
[CUSTOMER][NEUTRAL] Alright, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, and any information [PII] 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 and their date of birth?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, so
[CUSTOMER][NEUTRAL] It is [PII]. His first name is [PII] Last name is [PII], [PII], and his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Get to
[AGENT][NEUTRAL] Alright, just one moment.
[CUSTOMER][NEUTRAL] Um, like
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The flowers
[CUSTOMER][NEUTRAL] Wondering what he was gonna like sorry and the parents were like.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] yeah can you send me.
[AGENT][NEUTRAL] OK, so I do show that Mr. [PII] is the subscriber on this dental policy, [PII], and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just so you that you know, we do not have any history on file for him.
[CUSTOMER][NEUTRAL] Mhm and then 5 minutes.
[CUSTOMER][NEUTRAL] OK, that is OK.
[AGENT][NEUTRAL] And if you'll give me a second, his back is, is loading for me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] go outside.
[CUSTOMER][NEUTRAL] he's the.
[CUSTOMER][NEUTRAL] Um, but yeah, his mom.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEGATIVE] but I was just like I don't even wanna talk to them.
[CUSTOMER][NEUTRAL] I want to say my my sister, but mom was there was there.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He apologize
[AGENT][NEUTRAL] It's just taking a moment to pull it up for me to fax it to you.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah I know I am.
[AGENT][NEUTRAL] And [PII], I'll go ahead and tell you this once we have processed a claim here at APO, we do have a uh excuse me, a portal in which you should be able to check claim status for him.
[AGENT][NEUTRAL] And the website for our portal is located at [PII].
[CUSTOMER][POSITIVE] Mhm and you're like at what at what size do we start telling each other try being my size [PII]. There are things you can do.
[AGENT][NEUTRAL] And I'll go ahead and verbally give you the policy number as well. It's 02579698.
[CUSTOMER][NEUTRAL] Time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Alright, I've got that written down.
[AGENT][NEUTRAL] Mhm. And what is, what is a good fax number for you, please?
[CUSTOMER][NEUTRAL] Yes, that fax number is [PII] or oh no it's [PII] sorry it's a Monday morning.
[AGENT][NEUTRAL] The same as the phone number?
[AGENT][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Two gentlemen.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I didn't know they were coming sorry.
[AGENT][POSITIVE] OK, kindly, so that has been sent to you. So provided there's not any type of technical mishap, you should be receiving that, uh, very soon.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Nope, that was all.
[AGENT][POSITIVE] OK, well then thank you very much for calling APL and I hope that you have a great day.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yes ma'am you too.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Of course alright bye bye.
[AGENT][NEUTRAL] Bye-bye.