AccountId: 011433970860
ContactId: 7b48ec70-a24e-4362-9f19-3fb87ef3dd7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185520 ms
Total Talk Time (AGENT): 94052 ms
Total Talk Time (CUSTOMER): 56553 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/7b48ec70-a24e-4362-9f19-3fb87ef3dd7f_20250513T17:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII], and I'm calling from Neila Dental. I was trying to get some benefit information on a patient.
[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 and the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the subscriber ID is 00607090.
[AGENT][NEUTRAL] OK, 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 for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII]. And what questions did you have in reference to the policy or did you need a copy of the fax back?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, if I could get a fax back.
[AGENT][NEUTRAL] OK, hold on one moment, let me pull up their copy.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's a.
[AGENT][NEUTRAL] Alright, so on the fax back you'll see the calendar year max deductible, all the frequencies, limitations, all the ways to file a claim, and then there's a list of codes and the benefit amount that would be applied to that code from us.
[CUSTOMER][NEUTRAL] OK. And is there a missing 2 calls or a waiting period on this policy?
[AGENT][NEUTRAL] Um, there is a missing tooth clause. There's no, uh, it's not, um, there's really no waiting period, it's not that type of policy. Um, you'll see how the frequencies are listed, but no, there's like no waiting period for major or anything because it's not broken down into like preventative basic major, it's just the code and how much you pay towards.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. And what about the crowns? Do they pay on the prep or the seat date?
[AGENT][NEUTRAL] Um, either or, there's no specification.
[CUSTOMER][POSITIVE] OK, either one. OK. Well, that is all I need. I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Um, and [PII], what's a good fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and attention [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] Alrighty, well, I'm sending this over to you right now, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That was it. I appreciate it.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.