AccountId: 011433970860
ContactId: 7a4e94f1-92b1-4a04-8989-978d3fd4b559
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213830 ms
Total Talk Time (AGENT): 85410 ms
Total Talk Time (CUSTOMER): 58028 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/7a4e94f1-92b1-4a04-8989-978d3fd4b559_20250527T19:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. My name is [PII] calling from provider office to check for dental benefits.
[AGENT][POSITIVE] OK, well, I can definitely help you with the dental benefits, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is 026-07620.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Member name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And did you need a copy of the fax back or did you have particular questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have particular question. So, can you please give me the good name and group number?
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Sorry, our systems are going kind of slow. I apologize.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the group name is TRC like Tango, Robert, Charlie Staffing Services.
[AGENT][NEUTRAL] The group number is 70055.
[CUSTOMER][NEUTRAL] Uh, can you please tell me the second word for the group name?
[AGENT][NEUTRAL] Staffing STA.
[AGENT][NEGATIVE] F F I N G.
[CUSTOMER][POSITIVE] Thank you so much for that. So, for this member, is there any used amount from the maximum and deductible?
[AGENT][NEGATIVE] No, they have not used any of their max or met their deductible.
[CUSTOMER][NEUTRAL] All right. Just to confirm it, plan makes $500 individual deductible $50 right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And for this plan, major services are not covered, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] No waiting period and missing to close the flight for this plan, is that right?
[AGENT][NEGATIVE] This policy does have a missing tooth cloth. There is no waiting period.
[CUSTOMER][NEUTRAL] So, is there any history on file for this member?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Um, no, there's no history on file yet.
[CUSTOMER][NEUTRAL] So members eligible for all services that are covered, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect. So I'm done with all my questions. Can you please give me the call reference number?
[AGENT][NEUTRAL] So there's no call reference number. You can use my name in today's date, which again is [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much for this information and I hope you have a great day. Thank you.
[AGENT][POSITIVE] You are with you also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.