AccountId: 011433970860
ContactId: 7214c801-640a-4e9f-b64f-0c2be3cbc84d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143649 ms
Total Talk Time (AGENT): 51896 ms
Total Talk Time (CUSTOMER): 59470 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/7214c801-640a-4e9f-b64f-0c2be3cbc84d_20250206T14:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Bluegrass Oral Health. I need to verify a patient's dental benefits, please.
[AGENT][NEUTRAL] OK, you may.
[AGENT][NEUTRAL] Is there a phone number you have in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] It's [PII], no extension.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] I have a member ID of 02588077.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, I can help you with that. Do you want it over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] Or do you have a group number for the patient by chance?
[AGENT][NEUTRAL] 70036.
[CUSTOMER][NEUTRAL] And what is is it called Crown Services?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK, and what is the effective date?
[AGENT][NEUTRAL] 120 of 25.
[CUSTOMER][NEUTRAL] OK, and let me just verify the benefits real fast with you because.
[CUSTOMER][NEUTRAL] It's been a while since I've seen a plan like this.
[CUSTOMER][NEUTRAL] I'm sure they've probably been updated.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 100 for a diagnostic prevent 80 for basic and 80 for oral surgery and no other coverage, is that correct?
[AGENT][MIXED] OK, but it is, it's not correct on the oral surgery is not covered.
[CUSTOMER][NEUTRAL] It's just simple
[AGENT][NEUTRAL] Simple extraction, the 7140 only.
[CUSTOMER][NEUTRAL] Our simple extractions covered? OK.
[CUSTOMER][NEUTRAL] 40 OK and I've got them.
[AGENT][NEUTRAL] And any benefits given over the phone is not a guarantee of payment, but yes, ma'am, the rest is correct.
[CUSTOMER][NEUTRAL] OK, so $50 deductible $500 max, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you for your help and you have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.