AccountId: 011433970860
ContactId: 18dab833-74a8-4887-91b3-515360e9c3a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237759 ms
Total Talk Time (AGENT): 98732 ms
Total Talk Time (CUSTOMER): 113969 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/18dab833-74a8-4887-91b3-515360e9c3a0_20250113T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello there, this is, sorry, this is [PII].
[CUSTOMER][NEUTRAL] I just wanted to verify these patients dental benefits.
[AGENT][NEUTRAL] OK, yeah, I can look at benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] Oh yeah, sure. It's [PII] spells like a planet.
[AGENT][POSITIVE] Oh, OK, got you, thank you, and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] Yeah, you're welcome.
[CUSTOMER][NEUTRAL] Uh yeah, sure. I have your number. It's [PII] and you said your name is [PII].
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] Oh yeah, sorry, um, my bad.
[AGENT][NEUTRAL] That's OK. No, you're not, it's perfectly fine. All right, um, and then do you have the policy number?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yes, I have here um 179-7640.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Mhm. It's [PII], uh sorry, [PII] and date, date of birth is [PII].
[AGENT][NEUTRAL] OK, got it. Thank you for verifying that. Um, alright, so the policy is active. Effective date was [PII], and if you'd like more, I could send you a copy of the fax box showing all covered procedures and benefit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, and, no, thanks. Uh, the only information I need for this patient's plan is I just wanted to know if there's any used amount from its maximum benefits and, uh, from the deductible as well. Oh, that's the only information I need for this patient's plan.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yeah, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so the calendar year maximum is $1500 per insured. There is a $50 deductible, um, up to $150 per family, um, that does not apply to preventative expenses. Give me one moment, let me see if any of that has been used so far this year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so none has been used so far this year and that deductible has not been met.
[CUSTOMER][NEUTRAL] Mm, OK. Thank you so much. And just to make sure I have here the percentage for preventive 100%, basic 80, and major for 40%. Is this correct?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] OK. Thank you so much. And may I also know if there's any missing toothpas as well as waiting period?
[AGENT][NEUTRAL] There is a missing teeth clause and there was a 12 month period for major expenses, um, but they are well past that as the effective date was uh [PII].
[AGENT][NEUTRAL] Currently no waiting periods.
[CUSTOMER][NEUTRAL] OK. So there's no
[CUSTOMER][POSITIVE] OK, thank you so much. OK. No no period and there is a mistake of class. Thank you so much.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Yeah, I'm checking here. Yes, I'm all set for this patient's plan. Thank you so much, [PII], for helping, providing me with those information. And since I'm all set for this patients plan, uh, may I also have your reference number?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date and so my last initial is [PII] and was there anything else I could help you with, Ms?
[CUSTOMER][POSITIVE] No, I'm all good. Thank you so much, [PII], and have a great day.
[AGENT][NEUTRAL] All right. Yeah.
[AGENT][POSITIVE] Thanks for calling. You too, bye bye.
[CUSTOMER][NEUTRAL] OK.