AccountId: 011433970860
ContactId: 41933adc-2793-44b4-9fd5-7f9c2e4ca39a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242610 ms
Total Talk Time (AGENT): 79107 ms
Total Talk Time (CUSTOMER): 72306 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/41933adc-2793-44b4-9fd5-7f9c2e4ca39a_20250319T14:22_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling from provider office looking dental benefit.
[AGENT][POSITIVE] I'd be happy to assist with dental benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, uh, call back number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02408546.
[AGENT][NEUTRAL] OK, and.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised a verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] I do show the policy is currently active. Effective date is [PII]. And are you calling, um, do you need a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Yes, uh tell me the dental maximum family deductible.
[AGENT][NEUTRAL] OK, I'm showing the calendar year maximum is $1500 the deductible is $50 and this is an individual policy.
[CUSTOMER][NEUTRAL] OK. And how much is patient dental maximum and an individual?
[AGENT][NEUTRAL] I'm sorry, repeat that.
[CUSTOMER][NEUTRAL] Yes. How much use patient dental maximum?
[AGENT][NEUTRAL] How much has he used?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, OK, um.
[CUSTOMER][NEUTRAL] OK well you can see something.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] OK, one moment, let me add this up.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, he's actually maxed out for the year.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Yeah, he's maxed out. He's used the entire 1500 for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] Corona trip per city.
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Yes, uh, Crown pay on sea data prep.
[AGENT][NEUTRAL] Well, the
[AGENT][NEUTRAL] Under normal circumstances it would be seat date but I'm not showing they have any benefits left for the year. They've maxed out their $1500 for the year, but if you still need the information then that's fine. I can give it to you, but I just wanted you to be aware that they are maxed out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can you send me the faxed copy of dental benefits.
[AGENT][NEUTRAL] OK, what's that fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Yes, no, thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.