AccountId: 011433970860
ContactId: 7aee1f33-b4f0-42a4-8261-359a287c4c7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290720 ms
Total Talk Time (AGENT): 113724 ms
Total Talk Time (CUSTOMER): 114226 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/7aee1f33-b4f0-42a4-8261-359a287c4c7a_20250310T17:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] here. I'm looking for a dental benefit of the patient. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] I'm also fine. Thank you very much for this consult this morning. Did you say [PII]? What did you say your name was? How do you spell it?
[AGENT][NEUTRAL] It is [PII] that is spelled [PII] last initial of [PII] and today's date will be used as the call reference, and I do need for you to spell your name for me, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the policy number?
[CUSTOMER][NEUTRAL] 02274817.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] What's the effective date?
[AGENT][NEUTRAL] You're calling in for eligibility. It does show that the policy is currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Ex
[CUSTOMER][NEUTRAL] Group number and annual maximum the plan and the remaining amount from the maximum.
[AGENT][NEUTRAL] The group number is showing 7008, I apologize 70087.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the annual maximum on the plan and remaining amount from the maximum?
[AGENT][NEUTRAL] And you're calling in for benefits, verification of coverage does not guarantee the payment of the claim. For this member, they do have up to $500 calendar year, and they do have a $50 deductible, which does not apply to the preventative services.
[CUSTOMER][NEUTRAL] And what did you say the annual maximum on the plan?
[AGENT][NEUTRAL] Up to $500 per calendar year.
[CUSTOMER][NEUTRAL] So it is only 500 or it's 5000 and it'll max?
[AGENT][NEUTRAL] It is up to $500 per calendar year.
[CUSTOMER][NEUTRAL] And what's the remaining?
[AGENT][NEUTRAL] Let me see if they've used any of their benefits.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 500 still remain the same and 50 per individual has been met or not?
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] Nothing has been used. Nothing has been made. Is there a waiting period, [PII]?
[AGENT][NEUTRAL] For which policy for which procedure code.
[CUSTOMER][NEUTRAL] Is there any waiting period like for any, for preventative basic measure or for any waiting period?
[AGENT][NEUTRAL] It is showing no waiting period.
[CUSTOMER][NEUTRAL] Is there a history on file which might affect the frequency?
[CUSTOMER][NEUTRAL] For any preventative basic major history, made one.
[AGENT][NEUTRAL] This is a per calendar year for preventatives.
[CUSTOMER][NEUTRAL] So, is there a history I'm asking?
[AGENT][NEUTRAL] If the member has not used any of their benefits for this year.
[AGENT][NEUTRAL] This year would be the per calendar year, starting of [PII].
[CUSTOMER][NEUTRAL] So no history at all?
[CUSTOMER][NEUTRAL] No history.
[AGENT][NEUTRAL] For this year, as I'm stating, it would, it would not have any services, so there is no history for preventative.
[CUSTOMER][NEUTRAL] And the reference number for this call. I have your name, it's [PII], correct?
[AGENT][NEUTRAL] It's I A at the end instead of AI.
[CUSTOMER][NEUTRAL] Reference number for this call.
[AGENT][NEUTRAL] As I stated at the beginning of the calls first name, last initial of [PII], and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you very much. Enjoy the rest of the day. Take care.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well, [PII].