AccountId: 011433970860
ContactId: 4f1195cd-0c66-4e55-bfdb-4a73d172ff5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198089 ms
Total Talk Time (AGENT): 78541 ms
Total Talk Time (CUSTOMER): 54554 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/4f1195cd-0c66-4e55-bfdb-4a73d172ff5f_20250326T14:16_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I need some dental benefits. Can you help me, please?
[AGENT][POSITIVE] Sure, I can assist you with that. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], can I have a callback number for you and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Callback number [PII].
[CUSTOMER][NEUTRAL] And the member ID?
[CUSTOMER][NEUTRAL] 020336332.
[AGENT][NEUTRAL] Thank you. Could you verify that patient's name and date of birth that you're requesting eligibility for?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] This member has a maximum benefit amount $500 per calendar year with a $50 deductible up to $150 per family, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Maximum 500 deductible.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Is there any use or made from deductible and maximum?
[AGENT][NEUTRAL] He has not utilized any of his benefits for [PII].
[CUSTOMER][NEGATIVE] Preventative 100, basic 80 major not covered.
[AGENT][POSITIVE] That's correct. Nothing has changed.
[CUSTOMER][NEUTRAL] Group number is 70052.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is there any history under the plan which may affect the benefits or is there any history for this year? I don't think for this year.
[AGENT][NEUTRAL] I can check the history. You can provide me a procedure code I can verify.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] I can check the history, however, you can provide me a procedure code and I can let you know if it's on the history or not.
[CUSTOMER][NEUTRAL] Exam 0120.
[AGENT][NEUTRAL] You said D0120?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This, the last time this was received, it was [PII]. What's your next procedure code?
[CUSTOMER][NEUTRAL] 0274.
[AGENT][NEUTRAL] [PII] as well.
[CUSTOMER][NEUTRAL] Reference number.
[AGENT][NEUTRAL] We don't provide reference numbers, [PII]. However, you can use my name in today's date as a reference. My name is [PII] and today's date is the reference. Is there anything else that I can assist you with today before I end our call?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APO you have a great one as well. Goodbye.