AccountId: 011433970860
ContactId: 1a389735-a558-45a4-9a12-bfa030d6e6ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441570 ms
Total Talk Time (AGENT): 170205 ms
Total Talk Time (CUSTOMER): 95774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/1a389735-a558-45a4-9a12-bfa030d6e6ec_20250603T20:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. I'm calling from Jefferson Dental to verify liability and the benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and benefits. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 206-098-26
[AGENT][NEUTRAL] And you say you're calling from?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you repeat that policy number one more time?
[CUSTOMER][NEUTRAL] 206-098-26
[AGENT][NEUTRAL] It has too many numbers to be one of our policy numbers. It has a number too much.
[AGENT][NEUTRAL] You have the copy of the card?
[CUSTOMER][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] Please check with name and date of birth or else.
[AGENT][NEUTRAL] I'm sorry, can you repeat Mr. [PII]?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Can you repeat the policy number, the policy number you're giving me is too many numbers. It's a number too much. Um, do you have the copy of the card?
[CUSTOMER][NEUTRAL] Yeah, please check with SSN. I have SSN [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the name of the patient?
[CUSTOMER][NEUTRAL] I mean I got uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right. And you said you need eligibility and benefits. You have a specific question, so you need a full breakdown given to you verbally or facts.
[CUSTOMER][NEUTRAL] No, no. I have some specific questions. This patient is a subscriber?
[AGENT][NEUTRAL] You said the effective date?
[CUSTOMER][NEUTRAL] Yeah, what is affected it?
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] It is active at the moment and this is a basic dental.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And there is a deductible family and near the max.
[AGENT][NEUTRAL] OK, this is an individual policy and let me get the calendar year maximum one moment.
[AGENT][NEUTRAL] In the calendar, your maximum is $500 with the $50 deductible.
[CUSTOMER][NEUTRAL] Individual 50, family 150, yearly max.
[CUSTOMER][NEUTRAL] 500, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] When did do basic measure, what are the percentages? Major is covered or not?
[AGENT][NEUTRAL] No, major is not covered. So this is only basic, so.
[CUSTOMER][NEUTRAL] What is the group name and group number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The group name is Lark LLC.
[AGENT][NEUTRAL] The group number is 70083.
[CUSTOMER][NEUTRAL] How much they used or met um accumulations?
[AGENT][POSITIVE] She has used all her benefits and met her deductible.
[CUSTOMER][NEUTRAL] I think it was
[AGENT][POSITIVE] Everything is. She has maxed out her benefit.
[CUSTOMER][NEUTRAL] Individual, $50 how much they used?
[AGENT][POSITIVE] She already used all her benefits and maxed out everything.
[CUSTOMER][NEUTRAL] Family 150, how much they used?
[AGENT][NEUTRAL] This is not a family plan, this is an individual plan.
[CUSTOMER][NEUTRAL] So 50 years from family.
[AGENT][NEUTRAL] This is not a family plan. This is an individual plan.
[CUSTOMER][NEUTRAL] Yes, ma'am. Individual $50. Family 150, yearly max is $500 right? How much they use from family and yearly max?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] The member has exhausted the benefit for the year.
[AGENT][NEUTRAL] For all benefits and deductibles, all benefits and deductible has been met, has been exhausted for the year. They have used all maximum.
[CUSTOMER][NEUTRAL] I'm fine and how much they used?
[CUSTOMER][NEUTRAL] Maximum 500, how much they used?
[AGENT][NEUTRAL] 500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or the lifetime max.
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEGATIVE] Uh is not covered.
[CUSTOMER][NEUTRAL] Is there any history that might affect the frequency?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] The last profi is [PII].
[AGENT][NEUTRAL] The last evaluate
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Last evaluation, the same date, last by wing, the same date.
[CUSTOMER][NEUTRAL] White wings, trophy and.
[AGENT][NEUTRAL] Evaluation.
[CUSTOMER][NEUTRAL] Sorry, what is that?
[AGENT][NEUTRAL] Prophy, bye wings, and evaluation or examination.
[CUSTOMER][NEUTRAL] Oral examination, OK.
[CUSTOMER][NEUTRAL] If it makes no.
[AGENT][NEUTRAL] There's not a panel panel or an FMX.
[CUSTOMER][NEUTRAL] So no other issue apart from this?
[AGENT][NEUTRAL] You know what, I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] Oh, that is apart from this.
[AGENT][NEGATIVE] No other apart from this. I'm not getting what you're saying in the mail. I got no other apart from this.
[CUSTOMER][NEUTRAL] You see, see.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] History.
[AGENT][NEUTRAL] Um, there is some history for, um, the fillings, but that's all after that. You said that you wanted the history that um will affect frequency, so I went ahead and give you that one.
[CUSTOMER][NEUTRAL] FMX plan no, is there any?
[AGENT][NEUTRAL] There's none.
[CUSTOMER][NEUTRAL] What is the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state if you will.
[CUSTOMER][NEUTRAL] What is your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] OK thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.