AccountId: 011433970860
ContactId: 01061114-772c-489a-bdec-bc47547f36da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417750 ms
Total Talk Time (AGENT): 183750 ms
Total Talk Time (CUSTOMER): 127142 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/01061114-772c-489a-bdec-bc47547f36da_20250415T14:58_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Little Cassus Dentals. And I have a patient that I need to find out if she's met her deductible, if she's used any of her mags, and last preventative history on file.
[AGENT][NEUTRAL] OK, [PII], so you're needing benefit information and history on a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 607408
[AGENT][POSITIVE] Thank you. Give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and 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 their date of birth?
[CUSTOMER][NEUTRAL] OK. It is [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so I do show she is the spouse on this general plan and the policy, yes, ma'am, is active, effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And for this calendar year, as of now, she has uh used.
[AGENT][NEUTRAL] Uh, she's met $38 of her calendar year deductible.
[AGENT][NEUTRAL] But it's like a $50 excuse me, yes, a $50 deductible per calendar year. She has a remaining $12 left on that and as of now, she has used $111 of the calendar year benefit max.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I can send you, if you don't already have it, I can send you the fax back of benefits that shows everything that's covered under the policy.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have?
[CUSTOMER][NEUTRAL] What about preventative history? Um, what about preventative history? Would that be on it?
[AGENT][NEUTRAL] No, ma'am, it won't. So give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what code would you like for me to check?
[CUSTOMER][NEUTRAL] OK. I, I need a 0150 or 0120.
[CUSTOMER][NEUTRAL] You want all of them or one at a time?
[AGENT][NEUTRAL] One at a time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so 0150, the last date of service was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the [PII].
[AGENT][NEUTRAL] [PII], also [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, just give me one second on this one.
[CUSTOMER][NEUTRAL] And then, what about a
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then what about the [PII]?
[AGENT][NEUTRAL] [PII] or [PII].
[CUSTOMER][NEUTRAL] And then the [PII].
[AGENT][NEUTRAL] [PII] of [PII].
[CUSTOMER][NEUTRAL] OK. And that's all I need to find out. So, uh, you say you can fax me the benefits?
[AGENT][NEUTRAL] OK, and do you
[AGENT][NEUTRAL] Yes, ma'am, I can fax that to you if you would like. Would you like that?
[CUSTOMER][NEUTRAL] OK. Yes, please.
[AGENT][NEUTRAL] OK, so, give me just a moment to get that information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Does it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] Mm, that either, it's not necessary. Um, they, they'll know, they'll know where it goes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I hear you. OK. And what is your fax number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] I know that's not right. That's my phone number. My fax number is [PII].
[AGENT][NEUTRAL] OK, so I'm just gonna repeat that back. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's right. Mhm.
[AGENT][NEUTRAL] OK. All right, so I have just sent that to you so provided there's not any type of technical mishap, you should be receiving that very shortly. And then one last thing, um, [PII], I don't know, you may already have this, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Once we have processed the claim here at APL, we do have a portal in which you should be able to check claim status and and our portal website is located at [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, that's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] All right. All righty. Uh thank you so much.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Well, you're certainly very welcome. And again, well, I'm glad I was able to help you. Can I help you with anything else?
[CUSTOMER][POSITIVE] You've been a big help this morning.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I believe that's gonna be it.
[AGENT][POSITIVE] OK. Well then, thank you so much for calling APL and I hope you have a very nice day, [PII].
[CUSTOMER][POSITIVE] And you as well. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.