AccountId: 011433970860
ContactId: 4965f0b5-2d09-4d7f-9614-e5d0056f74a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339119 ms
Total Talk Time (AGENT): 72642 ms
Total Talk Time (CUSTOMER): 59626 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/4965f0b5-2d09-4d7f-9614-e5d0056f74a9_20250623T22:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name, my name is [PII]. I'm calling from Jefferson Dental to verify you on the benefits.
[AGENT][NEUTRAL] OK, I could check eligibility and benefits for you. Um, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number 2201664.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It is so far receipt.
[AGENT][NEUTRAL] Could you repeat that? I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you repeat that name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. Uh, so this policy is active. The effective date was [PII].
[AGENT][NEUTRAL] And if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Its policy is active, right?
[AGENT][NEUTRAL] Yes, effective date was [PII].
[AGENT][NEUTRAL] Did you want me to send you that fax back that shows all of the covered procedures?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, no, no. I have some specific, I have some specific questions. This patient is also subscriber?
[AGENT][NEUTRAL] Yes, he is the only one listed under this policy.
[CUSTOMER][NEUTRAL] Individual family and early max.
[AGENT][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] Individual deductible, family deductible, and yearly max.
[AGENT][NEUTRAL] Calendar, your maximum is $1500. Calendar your deductible is $50 up to $150 per family.
[CUSTOMER][NEUTRAL] 250 or 150?
[AGENT][NEUTRAL] 150 per family.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the group number and the group name?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Group number is 17626.
[AGENT][NEUTRAL] Group name is Universal.
[CUSTOMER][NEUTRAL] Group name Universal Trucking Season.
[AGENT][NEUTRAL] Universal Trucking, Stevens Transport.
[CUSTOMER][NEUTRAL] Mm, OK. Universal trucking, right?
[AGENT][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] Preventative basic group name.
[AGENT][NEUTRAL] Universal Trucking Stevens Transport.
[CUSTOMER][NEUTRAL] What is the preventative basic major percentages?
[AGENT][NEUTRAL] Preventative is at 100%, basic is at 80, Ma is at 40%.
[CUSTOMER][NEUTRAL] How much they used are made from the individual family and the max?
[AGENT][NEUTRAL] Give me one moment I'll be able to pull that information up.
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] How much they used or met?
[CUSTOMER][NEUTRAL] Hello, are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, could you hear me?
[CUSTOMER][NEUTRAL] Can you hear me? hello?
[CUSTOMER][NEUTRAL] Hello.