AccountId: 011433970860
ContactId: 4a970653-87de-4259-ab39-5a7e8235904d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138940 ms
Total Talk Time (AGENT): 70519 ms
Total Talk Time (CUSTOMER): 49339 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/4a970653-87de-4259-ab39-5a7e8235904d_20250325T12:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Live Dental. I was calling to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Um, callback number is [PII].
[CUSTOMER][NEUTRAL] Policy number is 02594532.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. You're calling to verify benefits and eligibility. This member's policy became effective [PII] and is currently active.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is there a waiting period or anything?
[AGENT][NEUTRAL] She has a maximum benefit amount?
[AGENT][NEUTRAL] No, there is no waiting period. She has a maximum benefit amount of $500 per calendar year with a $50 deductible per insured up to $150 per family that does not apply to preventative services. And this is not a guarantee of benefits, just a disclaimer of the policy's coverage. The policy covers preventative at 100 and basic at 80. No major endopperoprosthesis or oral surgery is covered under the policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's very limited and I can see your schedule if you like by fax.
[CUSTOMER][NEUTRAL] Alright, I'm sorry, you're breaking up a little bit. Could you, did you tell me that the deductible does not apply to preventative?
[AGENT][NEUTRAL] Yes, that is correct, and I can send you a dental schedule by fax if you would like.
[CUSTOMER][NEUTRAL] Yes, yes, please fax number is um [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] She has no history on file and she has not utilized any of her benefits for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you, I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and you have a great day and I'm sending this fax over to you now.
[CUSTOMER][POSITIVE] OK great thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.