AccountId: 011433970860
ContactId: 486c976d-70fc-4b08-99dc-c2def108407b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153639 ms
Total Talk Time (AGENT): 69201 ms
Total Talk Time (CUSTOMER): 54081 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/486c976d-70fc-4b08-99dc-c2def108407b_20250313T14:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to get a breakdown of benefits on a patient's dental policy or a fax of benefits.
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax that information over to you. Um, first, can I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and a good call back number is [PII], no extension.
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 026-03557.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And what's your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. So that's attention to code [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. You should receive the fax in about 10 minutes. I just sent it. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Yes ma'am, could you see if my provider is in network with the policy?
[AGENT][NEUTRAL] Um, we work with our providers. There is no network.
[CUSTOMER][NEUTRAL] OK, no problem, and then, um, is there a maximum on the policy?
[AGENT][NEUTRAL] Um, yes, ma'am. Bes are coming up. One moment.
[AGENT][NEUTRAL] Um, yes, there's an annual maximum of $500 per calendar year, but a $50 deductible needs to be met first.
[CUSTOMER][POSITIVE] OK, yes ma'am. Alright, well thank you for that.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am, that was everything for today.
[AGENT][POSITIVE] OK. Well, I thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.