AccountId: 011433970860
ContactId: 15e93df7-a95f-43c6-902d-34ad735a2828
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231320 ms
Total Talk Time (AGENT): 67910 ms
Total Talk Time (CUSTOMER): 128649 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/15e93df7-a95f-43c6-902d-34ad735a2828_20250310T21:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. This is [PII]. I'm calling to check for dental eligibility and benefits to one of our patients.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII], could I get a callback number?
[CUSTOMER][POSITIVE] Thank you. Yeah, sure, um, my callback number is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02434309.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Patient's name is [PII], and the date of birth is [PII]. You're welcome.
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did say you were calling for eligibility and benefits.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, I show the policy effective since [PII], it's still active. Now I can go ahead and fax over a the schedule of the cover benefits, um, if you'd like for the benefits.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just have a specific question here um do you mind if I can verify this over the phone?
[AGENT][NEUTRAL] OK, no problem, hold one moment for me.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. And how can I help you?
[CUSTOMER][NEUTRAL] Um, I just wanted to ask for the group name and the group number for the plan, please.
[AGENT][NEUTRAL] OK. Group name is Universal Trucking Tribe Leasing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the group number is
[AGENT][NEUTRAL] 20727.
[CUSTOMER][NEUTRAL] Thank you so much and also um I'd like to verify this with you uh that I do have your individual deductible of 50 and for family deductible it's gonna be $150 and for the annual maximum coverage per year is 1500. Is that correct?
[AGENT][POSITIVE] That is correct, yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much and also I do have your representative of 100% and for basic it's 80 and major is 40. How about that one? Is it also correct?
[AGENT][POSITIVE] That is correct, yes, ma'am.
[CUSTOMER][NEUTRAL] Thank you so much. And lastly I just wanted to confirm that this patient is under with the subscriber's name [PII] and the date of birth is [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much and before I end this call, do you have a reference number for our call?
[AGENT][NEUTRAL] To reference our call, you will use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. So again, thank you so much for helping me out today and for answering my call. You have a great day and stay safe always bye for now.
[AGENT][POSITIVE] You have a wonderful day yourself, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you goodbye.