AccountId: 011433970860
ContactId: 4d1402d0-0e6f-49b1-8e27-afcdfab8bc06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276299 ms
Total Talk Time (AGENT): 94559 ms
Total Talk Time (CUSTOMER): 114125 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/4d1402d0-0e6f-49b1-8e27-afcdfab8bc06_20250107T14:50_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] at Carolina Center for Oral and Facial Surgery, and we are the [PII] location, and I was calling to see if I could get some dental benefits for a patient, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a policy, a callback number for you in that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is D.
[CUSTOMER][NEUTRAL] 43731951
[AGENT][NEUTRAL] [PII], I do apologize, but that's not pulling up a policy. Do you have the member's social?
[CUSTOMER][NEUTRAL] I do, yes, ma'am, let's see.
[CUSTOMER][NEUTRAL] Hang on, I'm sorry.
[AGENT][POSITIVE] Sure, take your time. I'm here till [PII].
[CUSTOMER][NEUTRAL] Hang on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Please visit our websites to learn more about our practices and the services we provide. For Carolina Center for Oral and Facial Surgery, visit [PII]. For Upstate Oral and Maxillofacial Surgery, visit [PII]. For Envision Dental Implant Center, visit [PII]. Please visit our websites to learn more about our practices and the services.
[AGENT][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] Can you try this [PII]?
[AGENT][NEUTRAL] The policy number or the social.
[CUSTOMER][NEUTRAL] I'm not sure
[AGENT][NEUTRAL] OK, so you gave me [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What is the member's last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name
[CUSTOMER][NEUTRAL] [PII] or [PII]
[AGENT][NEUTRAL] So you said [PII] is CO OK. No [PII], correct?
[CUSTOMER][NEUTRAL] Right, yes ma'am.
[AGENT][NEUTRAL] And AN
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What city and state does this member live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the date of birth?
[CUSTOMER][NEUTRAL] His date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me give you the correct policy number for future reference when you call American Public Life or submit a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 255-483-5.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] You're welcome. This policy has been active since [PII] and it's currently active. due to your calling to verify benefits and eligibility, the policy has a maximum benefit amount.
[AGENT][NEGATIVE] Of $500 per calendar year with a $50 deductible that does not apply to us preventative services and this is not a guarantee of benefits, just a disclaimer of the policy's coverage. The policy is very limited. It only covers preventative at 100% and basic at 80%. Unfortunately, Ruby, major endoerio prosthesis or surgery crowns, bridges, orthoperioendo, none of that is covered under the policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty thank you for your help and that that that answered what I needed so thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Do I need to give you the policy number again [PII]?
[CUSTOMER][NEUTRAL] No ma'am, I wrote it down 2554835.
[AGENT][POSITIVE] Yes ma'am, well thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye