AccountId: 011433970860
ContactId: fb9f8222-b8e8-4cdf-a17f-118f8be476bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153160 ms
Total Talk Time (AGENT): 81378 ms
Total Talk Time (CUSTOMER): 64203 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/fb9f8222-b8e8-4cdf-a17f-118f8be476bb_20250404T16:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider office. Actually, I just want the fax copy. I do have a claim number and everything. Even though I have an hour before, like, I requested for the fax copy but not received it. Can you send me one more time?
[AGENT][POSITIVE] I sure can. [PII], go ahead and give me a good policy number, please.
[CUSTOMER][NEUTRAL] Oh yes, sure. One sec.
[CUSTOMER][NEUTRAL] So the policy number starts with 025079999?
[AGENT][POSITIVE] All right, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] Mm, yes, that's a, that's a direct line [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that information, [PII]. Now, what's your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Alright, looks like Bridget is the insured on this dental plan original effective date [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want the back back a benefit. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, not benefits. It's a claim copy that's denied claim for date of service [PII].
[AGENT][NEGATIVE] Oh, you won't.
[AGENT][NEUTRAL] OK, I'm sorry, what was that date?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No problem. Date of service is [PII].
[AGENT][NEUTRAL] Alright, let me find that up. I do see that. OK, you want me to fax you an EOB, is that correct?
[CUSTOMER][NEUTRAL] The date is [PII]. Yeah.
[CUSTOMER][POSITIVE] That's correct. That's correct.
[AGENT][NEUTRAL] Uh, fax number. Yes, ma'am, fax number.
[CUSTOMER][NEUTRAL] 2, yes. 2603666486.
[AGENT][NEUTRAL] Alright, I'm going to repeat that fax number but at least to make sure I'm keying this in correctly. That's area code [PII]. Was that the correct fax number? OK, give me about 5 minutes then, [PII], is that all I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That, that's correct. Yes.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] Yes, ma'am. That's all I can help you with, and thanks for calling APL. You have a great day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Yeah.