AccountId: 011433970860
ContactId: 040fd352-8d17-44ed-9337-1d2b16e43133
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185270 ms
Total Talk Time (AGENT): 63031 ms
Total Talk Time (CUSTOMER): 36980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/040fd352-8d17-44ed-9337-1d2b16e43133_20250514T17:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from a dental provider's office, and I needed to verify coverage on a patient please.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] and policy number is going to be 614434.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since sorry, [PII].
[CUSTOMER][NEUTRAL] OK perfect and can you tell me what his remaining maximum and deductible is for the year?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So for [PII], let me see.
[AGENT][NEUTRAL] person.
[AGENT][NEUTRAL] So he's used $15 of his max, which is $1000 so he has $985 left of the max and for the deductible,
[AGENT][NEUTRAL] He has not met the deductible yet.
[CUSTOMER][NEUTRAL] OK, and can you tell me if he is eligible for a D 4910?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] So the last day of service was [PII] from [PII].
[CUSTOMER][NEUTRAL] And that frequency is it one every.
[AGENT][NEUTRAL] Hold on one moment, let me pull up the benefits. Hold on one second.
[CUSTOMER][NEUTRAL] 6 months or 3 months?
[AGENT][NEUTRAL] So it's once every 3 months.
[CUSTOMER][POSITIVE] All right perfect thank you for your help I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No ma'am that's all have a good day.
[AGENT][POSITIVE] Alright, you also thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye bye.