AccountId: 011433970860
ContactId: f8c978be-1933-4a09-a8c6-84474f082937
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121930 ms
Total Talk Time (AGENT): 68613 ms
Total Talk Time (CUSTOMER): 53468 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/f8c978be-1933-4a09-a8c6-84474f082937_20250226T15:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from Sign Dentistry. How are you doing today?
[AGENT][POSITIVE] I'm good, I'm good and may I have your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, spell that for me for documentation. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much [PII]. What is that policy number?
[CUSTOMER][NEUTRAL] Um, it's gonna be 02441722.
[AGENT][NEUTRAL] OK, that was 02441722. Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, I have that number pulled up and you're already calling for eligibility and benefits or claim status.
[CUSTOMER][NEUTRAL] Benefits
[AGENT][NEUTRAL] OK, I can help you with benefits, and I can also send over a fax back to you as well. The member shows effective as of [PII]. This policy shows active. One moment for those benefits, [PII].
[CUSTOMER][NEUTRAL] I want to send another email and we only have 72 hours for us to create.
[CUSTOMER][NEUTRAL] Um-hum.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. The member has a $500 calendar year max for covered benefits. The plan covers preventative and basic services only, preventative at 100%, basics at 80%. There is no major coverage at all.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No major coverage at all on this plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I get a fact of these benefits?
[AGENT][NEUTRAL] You sure can. What's the fax number please?
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII].
[AGENT][NEUTRAL] And to repeat and confirm, I have that as [PII].
[CUSTOMER][POSITIVE] For the patient, I said thank [PII] I started this.
[CUSTOMER][NEUTRAL] Yeah. No, that was all for today.
[AGENT][POSITIVE] OK, I'll get that faxed over to you. [PII], anything else I can help you with?
[AGENT][POSITIVE] Thank you so much for calling APL. Have a good day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.