AccountId: 011433970860
ContactId: 4d132182-06b3-4ea4-a6d1-66a54a12a3fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134759 ms
Total Talk Time (AGENT): 61321 ms
Total Talk Time (CUSTOMER): 31679 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/4d132182-06b3-4ea4-a6d1-66a54a12a3fa_20250617T13:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm with Dental Care Associates. I need to see if the patient's still active on a plan and um
[CUSTOMER][NEUTRAL] Get the max and deductible please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and the maximum deductible. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] It's 607-403.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And hold on one moment, let me get to their benefit.
[AGENT][NEUTRAL] Hold on one moment just waiting for the fax back to come up.
[AGENT][NEUTRAL] And the calendar year max for this policy is $1000 per person. The calendar year deductible is $50 per person up to $150 per family.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And nothing's been used this year.
[AGENT][NEUTRAL] I'm checking that for you now. Hold on one second, let me see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] And so far for [PII], none of the benefits have been used, nor has the max been met.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Oh yeah, thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, that was it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.