AccountId: 011433970860
ContactId: f757d72b-6d88-4b6e-a789-582b9827d723
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 121052 ms
Total Talk Time (CUSTOMER): 45836 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/f757d72b-6d88-4b6e-a789-582b9827d723_20250429T15:01_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] If I need a benefit breakdown for a patient?
[AGENT][NEUTRAL] OK, when you say a benefit breakdown, is this for a dental policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] I have a 02456641.
[AGENT][NEUTRAL] OK, thank you. while I get the, um, give me just a moment please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and send you any information 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] [PII] and it's [PII].
[AGENT][NEUTRAL] OK. So we show her name as [PII].
[CUSTOMER][NEUTRAL] OK, they always leave out some important information like that.
[AGENT][NEUTRAL] And that should also be what is on her ID card for this policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And yes, ma'am, she is a subscriber on this plan and it is active, effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me just one moment to get her fact fact information pulled up.
[AGENT][NEUTRAL] You can go ahead and give me your fax number, [PII], while this is loading.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you and will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] No, it'll come straight to me.
[AGENT][NEUTRAL] OK, and again, you said that your fax number is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes.
[AGENT][NEUTRAL] OK. So I have just sent that to you, so you should be receiving that um within the next few minutes, provided there's not any type of technical mishap. And then um if you will end up filing a claim with us and for her, once the claim has been processed, we do have a portal in which you should be able to check claim status and the website for that portal is located at secured.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And was there any other, oh, you're very welcome. Was there any other information that I could help you with today?
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help.
[CUSTOMER][POSITIVE] No, that'll do it. Thank you.
[AGENT][POSITIVE] OK. You're very welcome and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.