AccountId: 011433970860
ContactId: 52a5a4fd-9f12-4bbc-8c77-eff4ff37effc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214440 ms
Total Talk Time (AGENT): 83652 ms
Total Talk Time (CUSTOMER): 89530 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/52a5a4fd-9f12-4bbc-8c77-eff4ff37effc_20250404T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hello, [PII]. This is [PII]. I just wanted to check uh this patient's dental benefits.
[AGENT][NEUTRAL] OK, I can help you with [PII]. Can I please get your call back number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Oh yeah, sure. I have here uh [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm. Patient's name, it's [PII], uh sorry, [PII]. Date of birth, [PII]. And for the member's ID or policy number, I have here 1,797,640.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome. All right, I do show that [PII] does have an active policy with us. Her effective date is
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you give me your fax number, I can send you a fax back with the benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] OK. Oh, sorry, can you repeat the effective date? [PII].
[AGENT][NEUTRAL] Uh yes, of [PII].
[CUSTOMER][NEUTRAL] OK. Thank you. And oh by the way, for the fax back, um, I don't need the fax copy. Thank you so much for that. But uh the only information I need for this patient's plan is, I just wanted to check if there's any used amount from its uh maximum benefits and uh also for the deductible.
[AGENT][NEUTRAL] OK, so you want to check the balance. I can check that for you real quick.
[CUSTOMER][POSITIVE] Mhm. Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, for [PII].
[AGENT][NEUTRAL] And this is just to verify benefits it's not a guarantee of payment. She still has to pay her $50 deductible and she still has her full $1500 max left for the year.
[CUSTOMER][NEGATIVE] OK, perfect. So, uh, just to make sure for the maximum benefits, nothing has been used and for the deductible, there, uh, nothing has been met.
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] OK. Yes, hello.
[AGENT][NEUTRAL] Yes, ma'am. Hi. So on her benefits, she still has her $50 deductible left to pay, and she's not used any of her $1500 benefit max.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. So thank you so much. Nothing has been used and nothing has been read. Thank you so much for that information, [PII]. And as per checking here, that's the only information I need. Thank you so much for your help. I highly appreciate it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, you're very welcome and I hope you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.