AccountId: 011433970860
ContactId: 48e85b49-e9fb-4cbe-9c69-34d123d839ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270619 ms
Total Talk Time (AGENT): 102272 ms
Total Talk Time (CUSTOMER): 68778 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/48e85b49-e9fb-4cbe-9c69-34d123d839ed_20250318T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII] looking for dental benefits.
[AGENT][NEUTRAL] OK, I can help you with benefits. Can you please give me your call back number and the name of the facility you're calling from please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, callback number is [PII] direct line.
[CUSTOMER][NEUTRAL] And state is [PII].
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] I am calling from provider office.
[AGENT][NEUTRAL] OK, and what's the name of the provider?
[CUSTOMER][NEUTRAL] Doctor's name is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is 021-94838 and patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I do show that Marquis does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And if you give
[CUSTOMER][NEUTRAL] OK, and what's the
[AGENT][NEUTRAL] If you give me your fax number, I can send you a fax back with the benefit breakdown along with the fee schedule.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII]. What's the last four digits?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, sir. I'm gonna put you on a brief hold, yes.
[CUSTOMER][NEUTRAL] And I have
[CUSTOMER][NEUTRAL] I, I have 3 questions. What's the annual max and meaning.
[AGENT][NEUTRAL] OK, let me that's gonna be on the fee schedule I'm sending to you, but let me look it up and give it to you real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and this is just to verify benefits. It's not a guarantee of payment. The uh calendar year maximum is $1500 and the deductible is $50.
[CUSTOMER][NEUTRAL] And what's the remaining
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Uh, he has $499 left.
[CUSTOMER][NEUTRAL] And use mo
[AGENT][NEUTRAL] The used amount is $1,0001.
[CUSTOMER][NEUTRAL] OK, and uh deductible is met or not met?
[AGENT][NEUTRAL] I'm sorry, the what is maxed or not maxed?
[CUSTOMER][NEUTRAL] What's the deductible is met or not met?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] He has no deductible left to pay. That's already met.
[CUSTOMER][NEUTRAL] OK, [PII], and can you spell your name?
[AGENT][NEUTRAL] Yes, sir. My name is [PII]
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] Oh hello.
[AGENT][NEUTRAL] You said you asked me my last initial?
[CUSTOMER][NEUTRAL] No, uh, can you spell your name? Firstly is [PII] or [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, what's the reference number for this call?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for this information. Have a nice day, [PII]. Thank you, bye.
[AGENT][POSITIVE] Thank you.