AccountId: 011433970860
ContactId: f5128597-3390-408c-86e5-53d044a99f3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294660 ms
Total Talk Time (AGENT): 126049 ms
Total Talk Time (CUSTOMER): 55014 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f5128597-3390-408c-86e5-53d044a99f3d_20250131T20:20_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] Yeah, my name is [PII], and how are you doing today?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm fine. Will you please help me out with the dental benefit information for the patient?
[AGENT][NEUTRAL] OK, you're needing dental benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, [PII], I can help you with that. And for our dental policies, we have fax backs of the member's benefits that I will send to you and everything is on that fax back. So what is a good callback number for you first of all?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, you can send me the.
[CUSTOMER][NEUTRAL] Yeah, you can send me the faxed copy and the callback number will be [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] And the member's policy number will be 421355.
[AGENT][NEUTRAL] Did you say 421-355?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Take it.
[AGENT][NEUTRAL] Just one moment, [PII].
[CUSTOMER][NEUTRAL] Just take it and
[AGENT][NEUTRAL] OK, [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient name will be uh [PII]. Date of birth, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that she is a subscriber on this general policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] There is no termination date. It is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Can you please send me the fax copy?
[AGENT][POSITIVE] Yes, I'm loading that information for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you one moment while it's still loading.
[AGENT][NEUTRAL] And does it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Does it need to have your name on the fax back or no?
[CUSTOMER][NEUTRAL] Uh, you can mention [PII] there.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, is that correct? [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And how do you spell it? [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, CAS, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And again, you said your fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, [PII], uh, so I have just faxed that to you, [PII]
[CUSTOMER][NEUTRAL] And your name, please?
[AGENT][POSITIVE] You will use my name a lot.
[CUSTOMER][NEUTRAL] [PII] and reference number?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] My name in today's date and then once if you will file a claim, [PII] with APL once the claim has been processed, we do have a portal that you can check claim status in by going to secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] All right, well, you're very welcome, [PII], and thank you again for calling APL. I hope you have a nice weekend.