AccountId: 011433970860
ContactId: 1471f6f7-36e4-464c-94e2-b069d4be656c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139649 ms
Total Talk Time (AGENT): 73707 ms
Total Talk Time (CUSTOMER): 52009 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/1471f6f7-36e4-464c-94e2-b069d4be656c_20250221T14:55_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Morning.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling for Shanice about and so I just wanted to double check on a patient's insurance.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And do you spell your name [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And in my
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII], thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient, please, ma'am?
[CUSTOMER][NEUTRAL] It is 02454232.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright thank you and are you needing a breakdown or just eligibility?
[CUSTOMER][NEUTRAL] Um, I just wanted to make sure that the patient's still active and then the max and the deductible and has she used any of it?
[AGENT][NEUTRAL] All right, and I can help you with that. And [PII], I am showing that the patient's policy is active with the effective date of [PII].
[AGENT][NEUTRAL] This is a limited dental policy. The maximum we can pay per calendar year is $500. There is a $50 deductible that does not apply to preventive, and that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And as of right now, she has not used any of that benefit for [PII].
[CUSTOMER][NEUTRAL] OK. And then another quick question, um, for fillings, they're covered at 80% with no downgrade?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, perfect. Alright, thank you so much that'll be all, and she hasn't used any of it correct?
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] That's correct. As of right now we don't have any claims for [PII].
[CUSTOMER][POSITIVE] OK, thank you so much you have a great day.
[AGENT][POSITIVE] It's my pleasure to assist you, [PII]. Thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.