AccountId: 011433970860
ContactId: 6fef7f58-d27a-440d-a78c-2aba15109a98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246389 ms
Total Talk Time (AGENT): 110300 ms
Total Talk Time (CUSTOMER): 57197 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6fef7f58-d27a-440d-a78c-2aba15109a98_20250602T14:29_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, my name is [PII]. I have a patient that's coming in for um a dental procedure, and I need to get benefits for them.
[AGENT][NEUTRAL] OK, well, I can help you with the dental benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] 613-097.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[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, hold on one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. Um, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need a copy of the fax back or you have particular questions?
[CUSTOMER][NEUTRAL] Um, I need accumulation and to see if they're eligible for a pano.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's the code for a panel?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the fax back to populate. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for the calendar year, the maximum is $1000 per covered insured.
[AGENT][NEUTRAL] The deductible is $50 per person up to $150 per family, and I'm waiting to see if they've used any. Hold on one moment.
[AGENT][NEUTRAL] And you said artist, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so he's used $90 of his max, so he has a $910 left and he has met the deductible for this year.
[CUSTOMER][POSITIVE] Perfect and.
[CUSTOMER][NEUTRAL] Did you say uh the pano?
[AGENT][NEUTRAL] And hold on, hold on one moment, let me double check this deductible.
[AGENT][NEUTRAL] He has not met his deductible. I wanted to double check that. I'm sorry.
[CUSTOMER][NEGATIVE] OK, not netted right.
[AGENT][NEUTRAL] And let me check for panels.
[AGENT][NEUTRAL] Um, last day the service was [PII], and
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And it's once every 3 years.
[CUSTOMER][NEUTRAL] Yeah, well, I have it as one, yeah, I was about to say I have it once every 3 years, so if that's still correct then.
[AGENT][NEUTRAL] It's not eligible yet.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, that's what I needed. I just need a call reference number please.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[AGENT][NEUTRAL] And again, all the, and again all the information provided was a verification of benefits, not a guarantee of payment. Was there anything else I could assist you with today, [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Uh, no, that was it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you bye bye.