AccountId: 011433970860
ContactId: 7c73cca5-832b-4c97-ac4d-bb93c76cfecd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250669 ms
Total Talk Time (AGENT): 69730 ms
Total Talk Time (CUSTOMER): 47208 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/7c73cca5-832b-4c97-ac4d-bb93c76cfecd_20250108T16:37_UTC.wav
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[CUSTOMER][NEUTRAL] Not
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, can I get benefits please for a patient?
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is 01628911.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. And for a list of all the claims, the fee schedule, I can send you a fax back.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I actually just need to check two dental codes to see if they're covered.
[AGENT][NEUTRAL] OK. Yes, ma'am. The benefits are coming up. One moment.
[AGENT][POSITIVE] OK. Thank you, ma'am, for your patience and the first code.
[CUSTOMER][NEUTRAL] It is D 7210.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Yes, ma'am. I'm still here, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm showing that it is covered a 12-month waiting period and it's covered at 40%.
[CUSTOMER][NEUTRAL] OK, and does it show in a loud amount?
[AGENT][NEUTRAL] No, ma'am. Nola, ma'am, it's coming up.
[CUSTOMER][NEUTRAL] OK, and is the deductible and yearly maximum $50?
[CUSTOMER][NEUTRAL] For the deductible and yearly max 1500.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, um, and there's no waiting period on the plan now, right? Since the effective date is [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, can I get a reference number?
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] My last initial is M like [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, that will be it thank you so much for your help.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.