AccountId: 011433970860
ContactId: 21f20577-8a44-4cbc-af0e-0aab72ba6206
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464299 ms
Total Talk Time (AGENT): 141294 ms
Total Talk Time (CUSTOMER): 111503 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/21f20577-8a44-4cbc-af0e-0aab72ba6206_20250307T14:10_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello there, [PII]. This is [PII]. I'm looking for dental benefits for my patient.
[AGENT][NEUTRAL] Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII] with no extension direct line.
[AGENT][NEUTRAL] Thank you. And you're needing dental benefits for remember [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, I can help you with that. Now our dental policies there and we have fax backs of the members' benefits that we send that will have everything on the fax.
[CUSTOMER][NEUTRAL] Actually
[CUSTOMER][NEUTRAL] Yeah, the thing is I already have the benefits. I just want to know if there is any use amount for this year from the annual maximum and the history. No other information is needed. So if you could just
[CUSTOMER][POSITIVE] Uh, give it to me by call. That would be appreciated.
[AGENT][NEUTRAL] So you're needing, so you need, OK, so the calendar year you're just wanting to know what's been used for this calendar year and check a few codes?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, [PII], I can help you with that. And what is the member's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 01822695.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, just one moment, please, [PII].
[AGENT][NEUTRAL] OK, so any information that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and as for this calendar year, there have not been any benefits used?
[CUSTOMER][NEUTRAL] Uh, no use amount at all from the annual maximum 1500.
[AGENT][NEUTRAL] For this calendar year? No, sir, not at this time.
[CUSTOMER][NEUTRAL] OK. And I just want to make sure one more thing. Any waiting period or any missing tooth loss?
[AGENT][NEUTRAL] Yes, so that information is on the fax back on page one.
[CUSTOMER][NEUTRAL] OK. Then uh can you just spell your name for me then?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And if you all do file a claim with us on this on this policy, rather [PII], once the claim has been processed with APL, we do have a portal in which you can also check claim status and have access to the explanation of benefits, and our portal website is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, ma'am, uh, can you also provide me the references?
[AGENT][NEUTRAL] And was
[AGENT][NEUTRAL] Yes, the reference number would be my name and today's date.
[AGENT][NEUTRAL] And did you need any history, you had said about history?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes. Yes, uh, any history from previous year or this year?
[AGENT][NEUTRAL] What code would you like for me to check?
[CUSTOMER][NEUTRAL] Um, exam, trophy, bit pains, and any tooth history.
[AGENT][NEUTRAL] I need the code. Yes, sir. The, um, code. I need for you to provide the code that you want checked.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. The postcode is 0120.
[AGENT][NEUTRAL] No history?
[CUSTOMER][NEUTRAL] 1110.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] 9:30, 2024.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh the code 0274.
[AGENT][NEUTRAL] 71 of 2021.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] OK, and the code 3330.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 12 6 23.
[CUSTOMER][NEUTRAL] OK. And uh 0210.
[AGENT][NEUTRAL] No history.
[CUSTOMER][NEUTRAL] And 0150.
[AGENT][NEUTRAL] 7121.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 7120. And the code uh 0330.
[AGENT][NEUTRAL] we've already done that one.
[CUSTOMER][NEUTRAL] Uh, that will be 3330. I was asking for 03330.
[AGENT][NEUTRAL] OK, so give me just a moment then. Let me go back. The first code we did was, you gave me [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I was asking [PII], not [PII].
[AGENT][NEUTRAL] And [PII] is 71 of 2021.
[CUSTOMER][NEUTRAL] OK. And [PII]?
[AGENT][NEUTRAL] No history? Uh, 11 moment. Give me just a moment.
[AGENT][NEUTRAL] Yes, no history.
[CUSTOMER][POSITIVE] OK, then. That's it. Thank you for your assistance. Have a good day and bye for now.
[AGENT][POSITIVE] Well, you're very welcome. If that is all I can help you with, thank you again for calling APO and I hope you have a nice weekend.