AccountId: 011433970860
ContactId: 5b007ff6-f196-4838-807c-aa014cffe7cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254539 ms
Total Talk Time (AGENT): 96424 ms
Total Talk Time (CUSTOMER): 110605 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/5b007ff6-f196-4838-807c-aa014cffe7cc_20250303T16:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for dental benefits.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 021-94838.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII] direct line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said, what is the first three digits? I apologize.
[CUSTOMER][NEUTRAL] Oh, MAR uh sorry is it.
[AGENT][NEUTRAL] No, no. What is the first digits of the callback number?
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, and [PII], do you have a callback number in case the call drops?
[AGENT][NEUTRAL] Oh, you gave that to me, sorry, verify the patient's name, date of birth. I apologize.
[CUSTOMER][NEUTRAL] Yes, 6, I, I gave it to you.
[CUSTOMER][NEUTRAL] Uh, it's OK. Uh, name is [PII] and date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, showing his effective date is [PII]. He is active on the policy, and now you just need a general breakdown of benefits or I can send you a fax back.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I have specific information only for this patient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is the annual maxim screening for this patient?
[AGENT][NEUTRAL] Say that again.
[CUSTOMER][NEUTRAL] Annual max remaining.
[AGENT][NEUTRAL] Oh, remaining, give me one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, let's see, um, well, not a guarantee of payment, just verification coverage. I show the patient has remaining of their benefit of $1,243.80.
[CUSTOMER][NEUTRAL] 83 cents 1,243 and 83 cents. It is used and or remaining.
[AGENT][NEUTRAL] That is the amount remaining for this year.
[CUSTOMER][NEUTRAL] OK, remaining amount.
[CUSTOMER][NEUTRAL] Just a moment. Let me confirm. Uh, actually I got the information before that $512.40 was used, so it doesn't match what is the huge amount can you?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let
[AGENT][NEUTRAL] Uh show so far they've used $256.20.
[CUSTOMER][NEUTRAL] Just please hold on a moment. Can you do that? Just a moment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] $256.20.
[AGENT][NEUTRAL] Yes, that's the amount that the uh patron has used for this year. Mhm.
[CUSTOMER][NEUTRAL] And the remaining is
[CUSTOMER][NEUTRAL] And the remaining is 1243.83.
[AGENT][NEUTRAL] 80.
[CUSTOMER][NEUTRAL] I got that.
[CUSTOMER][NEUTRAL] And deductible has been met or not?
[AGENT][NEUTRAL] A deductible has been met for the year.
[CUSTOMER][NEUTRAL] OK, and any claim pending?
[CUSTOMER][NEUTRAL] For this patient.
[AGENT][NEUTRAL] I'm sorry, is there what?
[CUSTOMER][NEUTRAL] Any claim pending for this patient that is in process.
[AGENT][NEUTRAL] Uh, not that I'm showing.
[CUSTOMER][NEUTRAL] OK, got that and your name is, can you repeat that?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Uh, OK, and what is the reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but you may use my name in today's date if you like.
[CUSTOMER][NEUTRAL] OK, uh, for the last time, can you spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, OK, OK, OK, got that. That will be all then. Thank you so much for the information. Have a great day.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.