AccountId: 011433970860
ContactId: 44f64216-3fd4-44fc-a798-8256cec32047
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201639 ms
Total Talk Time (AGENT): 71321 ms
Total Talk Time (CUSTOMER): 73060 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/44f64216-3fd4-44fc-a798-8256cec32047_20250203T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi [PII], uh, this is [PII] calling from dental office, and I have a specific question regarding the dental benefits.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Sure. I have [PII].
[AGENT][NEUTRAL] And which provider office did you say you were calling from?
[CUSTOMER][NEUTRAL] Uh, it's Doctor [PII].
[AGENT][NEUTRAL] OK, and may I please have the policy number?
[CUSTOMER][NEUTRAL] Sure. Uh 02539241.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth, [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy. You said that you had a question in regards to the member's policy. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I need to check remaining for maximum benefits and deductible and then history for this patient this year.
[AGENT][NEUTRAL] You're needing to check if any of the benefits has been used for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of service or you study.
[AGENT][NEUTRAL] OK, so for this member verification of coverage does not guarantee the payment of the claim. It is showing that the effective date is [PII] and currently active, and as of right now it is showing that the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] So no you started this year.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, is it means no history at all for this patient?
[AGENT][NEUTRAL] Is there, could you repeat that again?
[CUSTOMER][NEUTRAL] Uh, like FMX and pan, can you double check if there's a history that might affect the frequency?
[AGENT][NEGATIVE] So for this member, since this policy has been active, there's no.
[CUSTOMER][NEUTRAL] OK, so no not yet.
[AGENT][NEUTRAL] Benefits has been used for this year.
[CUSTOMER][NEUTRAL] Mhm. Um, and then the group number and the group name.
[AGENT][NEUTRAL] The group number is 70087.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the group name is Partners Personal Management.
[CUSTOMER][NEUTRAL] Punishment.
[CUSTOMER][NEUTRAL] And uh just want to make sure, uh this plan it's no network.
[AGENT][NEUTRAL] No, it doesn't have a network. It's just a contracted policy.
[CUSTOMER][NEUTRAL] OK, yeah, so.
[CUSTOMER][NEUTRAL] So nothing has been used and you started this year. I need the reference number. That's all I need.
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much have a good day.
[AGENT][POSITIVE] You're welcome. Thank you, [PII] for calling.