AccountId: 011433970860
ContactId: 56fcacdf-1612-4010-9734-814adad46ec5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188639 ms
Total Talk Time (AGENT): 81015 ms
Total Talk Time (CUSTOMER): 63480 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/56fcacdf-1612-4010-9734-814adad46ec5_20250210T16:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, and I'm calling from Shaym Dental. I wanted to double check on a patient's insurance to see if it's still active.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII], uh number is [PII].
[AGENT][POSITIVE] Thank you for that. You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02454232.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [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 that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK and then um.
[CUSTOMER][NEUTRAL] What is the max and the the deductible as of now?
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. Let me get their policy. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the calendar year maximum for this policy is $500 per covered person.
[AGENT][NEUTRAL] The deductible is $50 per covered insured up to $150 per family, and that does not apply to preventative services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, other than that.
[CUSTOMER][NEUTRAL] Mm mm mm mm.
[CUSTOMER][NEUTRAL] Fillings 2391, is that covered at 80%?
[AGENT][NEUTRAL] 2391. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's under basic, yes, at 80%, basic restorative.
[CUSTOMER][NEUTRAL] OK, and would it stay um composite or does it downgrade to Malcolm?
[AGENT][POSITIVE] There's no downgrade.
[CUSTOMER][POSITIVE] No down. OK, perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm sorry. Can I have your name?
[AGENT][NEUTRAL] Sure, my name is [PII] The first [PII] to my last name is [PII].
[CUSTOMER][NEUTRAL] And could I get a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much, [PII]. You have a good one.
[AGENT][POSITIVE] You're very welcome, [PII], and you also, was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. Have a great week.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.