AccountId: 011433970860
ContactId: 56c690a4-c694-438c-a40f-b7e3f401bd18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162350 ms
Total Talk Time (AGENT): 69563 ms
Total Talk Time (CUSTOMER): 51339 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/56c690a4-c694-438c-a40f-b7e3f401bd18_20250212T19:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi yes ma'am. I just have a patient who I'm trying to verify some benefits for.
[AGENT][POSITIVE] OK, well, I can help you with the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII] no extension?
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] That'll be 01909510.
[AGENT][NEUTRAL] 01909510.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active, it's been effective since [PII]. And what questions did you have in reference to the policy?
[CUSTOMER][POSITIVE] Awesome, um, can you tell me what he has in terms of remaining maximum and, um, deductible?
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Good, thank you for calling Carolina Weeks Family Dental. Doctor's office. How may I help you?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold on one moment. [PII].
[CUSTOMER][POSITIVE] No, you're fine take your time.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, so so far [PII] has used um $199. He has $1,301 left of the $1500 max.
[AGENT][NEUTRAL] And he has not yet met the deductible.
[CUSTOMER][POSITIVE] Perfect. And um can I verify for code 2392 it's a resin composite what that is covered under?
[AGENT][NEUTRAL] 2392. Hold on one moment.
[CUSTOMER][POSITIVE] Yeah fine take your time.
[AGENT][NEUTRAL] It's under basic restorative at 80%.
[CUSTOMER][POSITIVE] OK perfect that will be all that I need for today if I can get your name again and the reference number.
[AGENT][NEUTRAL] Sure, so my name is [PII] First initial to my last name is [PII], and there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much and I appreciate the help.
[AGENT][POSITIVE] You're very welcome, [PII] and thanks for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye.