AccountId: 011433970860
ContactId: 22aab441-70f7-4295-b80b-e6566d4bb41d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226639 ms
Total Talk Time (AGENT): 114058 ms
Total Talk Time (CUSTOMER): 59611 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/22aab441-70f7-4295-b80b-e6566d4bb41d_20250407T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII] calling from I Smile Dental Clinic. I just want to check if our patient's plan is active. Can you help me with that?
[AGENT][NEUTRAL] I sure can. JD, go ahead and give me a good policy number, please, sir.
[CUSTOMER][NEUTRAL] I'm sure, one moment here for policy number.
[CUSTOMER][NEUTRAL] That would be, let me just double check it here, OK? 022.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 59801. This is for [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that, [PII]. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] I'm sure this is direct. That would be [PII].
[AGENT][NEUTRAL] OK, thank you so much for all that information, JD. Now, what is your patient's name and date of birth today, please, sir?
[CUSTOMER][NEUTRAL] Uh sure. For [PII], [PII].
[AGENT][NEUTRAL] Alrighty, thank you so much, [PII], for all of that information. Looks like [PII] is the insured on this dental plan. do show the original effective date is [PII], current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you were checking to make sure this patient was active. Is that correct, JD?
[CUSTOMER][NEUTRAL] Yes, that's correct. So just to confirm, patient's plan is active, right?
[AGENT][NEUTRAL] That is correct. As of today, patient is active, JD and is that all I can help you with?
[CUSTOMER][NEUTRAL] Um, yeah, and just the remaining maximum and deductibles.
[AGENT][NEUTRAL] Let's see what he's met for the year.
[AGENT][NEUTRAL] Well it looks like he's met his $50 deductible and let's see what we paid out.
[AGENT][NEUTRAL] Looks like as of today for 2025 of his of his $1500 benefit, he has used $291.60 as of today, JD.
[CUSTOMER][POSITIVE] Thank you, so how much would be the remaining maximum?
[AGENT][NEUTRAL] The difference in 29,160 from $1500 is the remaining balance.
[CUSTOMER][NEUTRAL] How much would that be?
[AGENT][NEUTRAL] Uh, hang on just a second.
[AGENT][NEUTRAL] OK, that difference is 2, I mean, I'm sorry, 120,840.
[CUSTOMER][POSITIVE] Thank you for that. So that's all for me today and if I can just get a reference number please.
[AGENT][NEUTRAL] We do not give reference numbers JD, but you can use my name and today's date, and my name is [PII], and that is spelled [PII]
[CUSTOMER][POSITIVE] Thank you for that. So that's all for me today. Thank you so much have a great day and bye for now.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][POSITIVE] Well, you as well, [PII], and thanks for calling AP.