AccountId: 011433970860
ContactId: 6f22defc-96f5-4f5b-9bcc-1619e2bdd7f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262959 ms
Total Talk Time (AGENT): 92914 ms
Total Talk Time (CUSTOMER): 93387 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/6f22defc-96f5-4f5b-9bcc-1619e2bdd7f4_20250402T12:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII], and I am looking for the eligibility and benefits for them though. How do you spell your name?
[AGENT][NEUTRAL] Surely, so I can assist you with that. It's [PII].
[CUSTOMER][POSITIVE] Got it thank you.
[AGENT][NEUTRAL] I have a callback number for you and that policy number.
[CUSTOMER][NEUTRAL] Callback number [PII], policy number 024.
[CUSTOMER][NEUTRAL] 64,560.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Could you verify this patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility. This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, so any amount on the 1500 annual maximum and deductible of 50 and 150?
[AGENT][NEUTRAL] No, the member has not utilized any of their benefits for [PII] or met their deductible.
[CUSTOMER][NEUTRAL] OK. Any history for bright wing FOX and panel, per?
[AGENT][NEUTRAL] The history that the member has on file is for date of service [PII] of D1110 D1206 and D0180.
[CUSTOMER][NEUTRAL] OK, but 1206 or 1208 no longer a covered code, right?
[AGENT][NEUTRAL] We varnished with that um.
[AGENT][NEGATIVE] Fluoride with varnish is not covered.
[CUSTOMER][NEUTRAL] Mhm. Not a COVID code because of the age limit, or?
[AGENT][NEGATIVE] It's just not covered under the policy.
[CUSTOMER][NEUTRAL] OK, what about Per SRP or any per history?
[AGENT][NEUTRAL] No the only history that I just provided you is the history that he has on file. Those 3 dental clothes. There's no more history on file.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Do you fax a copy of benefits or not?
[AGENT][NEUTRAL] We do. [PII], we do.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, can you fax me the copy of benefits then?
[AGENT][NEUTRAL] Yeah, give me one moment, one moment and I'll get your.
[AGENT][NEUTRAL] With your fax number.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's um
[AGENT][NEUTRAL] Your fax number.
[CUSTOMER][NEUTRAL] Fax number I have [PII].
[AGENT][NEUTRAL] I have 813444-9858.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Hello.
[AGENT][POSITIVE] All righty. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Um, your reference number for the call.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] We don't provide reference numbers, [PII].
[AGENT][NEGATIVE] And could you give me that fax number one more time because I literally just deleted it.
[CUSTOMER][NEUTRAL] Um, shall I use your name?
[CUSTOMER][NEUTRAL] Oh, OK, that will be [PII].
[AGENT][POSITIVE] Thank you. I do apologize for the inconvenience. So [PII], we don't provide reference numbers, however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] OK, no problem. Thank you so much and have a wonderful day.
[AGENT][POSITIVE] You're welcome thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Demo
[CUSTOMER][NEUTRAL] OK, bye bye