AccountId: 011433970860
ContactId: 2737257e-6296-4e7a-8022-d2b69f76d9f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241880 ms
Total Talk Time (AGENT): 77716 ms
Total Talk Time (CUSTOMER): 88122 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/2737257e-6296-4e7a-8022-d2b69f76d9f1_20250114T18:57_UTC.wav
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[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Miss [PII], my name is [PII], and I'm calling from Claxton Family Dentistry. How are you?
[AGENT][POSITIVE] I'm good, how are you?
[CUSTOMER][NEUTRAL] I'm good so I was just calling to um verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I can assist you with the information. What is, uh, spell your name and then provide the policy number please?
[CUSTOMER][NEUTRAL] My name is spelled [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the policy number is.
[CUSTOMER][NEUTRAL] Or the member ID?
[AGENT][NEUTRAL] Um, should start with a 0 policy er number.
[AGENT][NEUTRAL] And it could be the member ID as well. What do you have on the card from the card?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Um, so I just have a previous breakdown for Miss [PII], um, and it her member ID doesn't start with a 0, but I can give you the numbers that I do have.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's 607.
[CUSTOMER][NEUTRAL] 989-958.
[AGENT][NEUTRAL] And spell the patient's first and last name?
[CUSTOMER][NEUTRAL] It's um [PII]
[CUSTOMER][NEUTRAL] And then her last name is spelled [PII]
[AGENT][NEUTRAL] OK, and what's a good phone number, um, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][POSITIVE] [PII]. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what state does [PII] reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and would you like the schedule of benefits faxed over to you? Oh, you said you had a schedule.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Already? OK, did you need any other information outside of this what's on the schedule?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] In our
[CUSTOMER][NEUTRAL] Um, well
[CUSTOMER][NEUTRAL] My reason for calling today, I just wanted to see um if you could tell me her annual max and how much she has remaining, and that really is it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] I can give you that information.
[AGENT][NEUTRAL] So I'm showing the policy uh calendar, your maximum is $1500 per covered insured.
[AGENT][NEGATIVE] And I don't show any of that benefit you at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me give you the policy number for APL.
[CUSTOMER][NEUTRAL] And her
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 015.
[AGENT][NEUTRAL] 809.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 33
[AGENT][NEUTRAL] Uh, the policy effective date is [PII]. The policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I really just have one more question for you um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Preventative is 100, basic is 80, and major is 40, correct?
[AGENT][NEUTRAL] Of UCR, yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Alrighty well that was all that I needed I appreciate it thank you so much.
[AGENT][POSITIVE] Oh, you're welcome [PII]. If no other questions, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.