AccountId: 011433970860
ContactId: 2d7c6fe9-02e9-4281-bb06-719043d5271a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198039 ms
Total Talk Time (AGENT): 70017 ms
Total Talk Time (CUSTOMER): 60916 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/2d7c6fe9-02e9-4281-bb06-719043d5271a_20250227T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling for dental benefits.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have your call back number and the policy number?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII] direct line.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the other information you were asking for.
[AGENT][NEUTRAL] The policy number for the member.
[CUSTOMER][NEUTRAL] OK, 021-94838.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active. He has a maximum benefit amount of $1500 per calendar year with a $50 deductible per insured up to $150 per family.
[CUSTOMER][NEUTRAL] OK, and how much is yours for the annual remaining?
[AGENT][NEUTRAL] And this is not a guaranteed benefits, just a disclaimer of the policy's coverage, and he's utilized $256.20.
[CUSTOMER][NEUTRAL] OK, so what is the maximum remaining?
[AGENT][NEUTRAL] It's 1500 per calendar year?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he's utilized $256.20 of that $1500.
[CUSTOMER][NEUTRAL] And deductible has been met.
[AGENT][NEUTRAL] Yes, his deductible has been met.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, got that. And is this patient eligible for RCT?
[CUSTOMER][NEUTRAL] routinal treatment
[AGENT][NEUTRAL] Could you repeat yourself?
[CUSTOMER][NEUTRAL] Is this patient eligible for root treatment?
[AGENT][NEUTRAL] A root canal? Are you saying a root canal?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is your procedure code?
[CUSTOMER][NEUTRAL] 0330.
[AGENT][NEUTRAL] I can barely hear you.
[CUSTOMER][NEUTRAL] 0330.
[AGENT][NEUTRAL] So you say a root canal or a full mouth panel?
[CUSTOMER][NEUTRAL] Oh, yeah, OK, got that. And uh so what is the reference number for this call?
[AGENT][NEUTRAL] We don't provide reference numbers, [PII], however, you can use my name in today's date as a reference. It's [PII]
[AGENT][NEUTRAL] First initial and my last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK then [PII].
[CUSTOMER][POSITIVE] OK, good. That, that, that will be all. Thank you so much for the information. Have a great day, [PII].
[AGENT][POSITIVE] Thanks for calling APL and have a good day, [PII]. Goodbye.