AccountId: 011433970860
ContactId: 52b6098d-75d9-4318-a360-9a5e3af62241
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222979 ms
Total Talk Time (AGENT): 68280 ms
Total Talk Time (CUSTOMER): 79151 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/52b6098d-75d9-4318-a360-9a5e3af62241_20250327T12:28_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII]. I'm calling from Contegra Family Dentistry. Wanted to see if you could help me verify some benefits for a patient we're treating.
[AGENT][POSITIVE] Sure, [PII], can I have a callback number for you and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] OK, callback number is [PII] and policy number is 02576242.
[AGENT][NEUTRAL] What is this member's name and date of birth that you're requesting benefits for today?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello [PII], are you there?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm not sure what happened to your phone.
[CUSTOMER][NEUTRAL] Yes I can hear you hello?
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, um, is there a maximum or a deductible?
[AGENT][NEUTRAL] The member has $500 per calendar year with a $50 deductible. It does not apply to preventative services up to $150 per family, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, and how much was the maximum? I'm sorry you were breaking up.
[AGENT][NEUTRAL] $500 500.
[CUSTOMER][NEUTRAL] OK, has anything been used off of that maximum?
[AGENT][NEGATIVE] Now the member has not utilized any of their benefits for 25, nor do they have any history on file.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, and are you able to, um, fax to get a, are we able to get a fax back of this information as well?
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Would you like a copy?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Um, no, ma'am, that would be all for today, thank you.
[AGENT][NEGATIVE] Give me that fax number again if you don't mind. I literally deleted it.
[CUSTOMER][NEUTRAL] Um, yeah, yeah, no, that's fine. [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks, I'm gonna send this over for you. Thanks for calling APL and you have a great day, [PII].
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, yes ma'am, thank you, so do you.
[AGENT][POSITIVE] Thanks. Goodbye.
[CUSTOMER][NEUTRAL] Mm bye bye.