AccountId: 011433970860
ContactId: 3dcd8270-aefa-48d3-90d4-140bde8ce3b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201899 ms
Total Talk Time (AGENT): 48859 ms
Total Talk Time (CUSTOMER): 65299 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/3dcd8270-aefa-48d3-90d4-140bde8ce3b4_20250228T17:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Smiles on Main Family Dentistry.
[AGENT][POSITIVE] Good morning [PII].
[CUSTOMER][NEUTRAL] I am checking um hi and I did I'm so sorry I did not catch your name.
[AGENT][NEUTRAL] Uh no problem. My name is [PII].
[CUSTOMER][NEUTRAL] OK, [PII] so I am calling to see if I can verify that a patient's benefits is still active.
[AGENT][NEUTRAL] Of course, of course, may I have your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you very much. What is your policy number please?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Um, it is 02498865.
[AGENT][POSITIVE] OK, that was 02498865. Thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you very much for the information on your account to check eligibility and the member shows effective as of [PII] and currently the policy shows active.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] OK perfect and then I still have this as uh annual max is $500 with the 50 individual and $150 family.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And then, um, patient does not have um endopperial oral surgery or major coverage, correct?
[AGENT][POSITIVE] No my coverage at all, that is correct.
[CUSTOMER][NEUTRAL] OK, and so I am showing that the patient still has $311.20 remaining, is that correct?
[AGENT][NEUTRAL] I'm sorry, what was that amount?
[CUSTOMER][NEUTRAL] $311.20 remaining.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold please one moment thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much. That is correct, and the $50 deductible has been met.
[CUSTOMER][NEUTRAL] OK perfect and do you have a reference number for this call?
[AGENT][NEUTRAL] We do not use reference numbers, [PII], but you can use my name last initial L like [PII]. Anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good weekend bye.
[CUSTOMER][NEUTRAL] Uh huh you too bye.