AccountId: 011433970860
ContactId: 4436a5e9-563f-435a-a864-49ded0cce270
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189350 ms
Total Talk Time (AGENT): 86729 ms
Total Talk Time (CUSTOMER): 76457 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/4436a5e9-563f-435a-a864-49ded0cce270_20250212T15:07_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a dental provider office. I just would like to check uh if a patient is active and what's the remaining benefit and whether the deductible has been met or not. Can you please help me with that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and benefits, Ms. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, sure. OK, good. Uh, my contact number is [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes. Uh 02273439.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], one moment.
[CUSTOMER][POSITIVE] You're welcome. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, uh, that is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right. So we have the um effective date of [PII]. It is active at the moment. This is one of our dental policies. And um let me see how much is remaining, bear with me.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of um coverage.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'm waiting on the system, bear with me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so they he has not used his benefit for [PII], so he still have the $1500 with the $50 deductible.
[CUSTOMER][NEUTRAL] OK, great. Thank you so much for that. And uh um uh the last question from me is whether this is a single plan or a family plan. And if it is a family plan, please let me know how many people are covered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, it is a family plan, um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] and
[AGENT][NEUTRAL] OK hold on.
[AGENT][NEUTRAL] There's 8 people covered under this policy.
[CUSTOMER][NEUTRAL] I'm sorry, how many?
[AGENT][NEUTRAL] 8
[CUSTOMER][POSITIVE] Oh, wow.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wow, OK. That's, that's a lot.
[AGENT][NEUTRAL] 08 including the member. Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's a big family.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. OK, good. Thank you so much for your help and that's all from me today. No further questions. Yeah, thanks again and have a great day to you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You as well, Ms. [PII] and thank you for calling APR. Have a good day. You're welcome. That's good.
[CUSTOMER][POSITIVE] Yeah. Thank you. Yeah, you're welcome. Thank you. Bye-bye.
[AGENT][NEUTRAL] Yeah