AccountId: 011433970860
ContactId: 7dcd5612-9bce-4630-8e4f-4c8072fb7a0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193740 ms
Total Talk Time (AGENT): 96039 ms
Total Talk Time (CUSTOMER): 59366 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/7dcd5612-9bce-4630-8e4f-4c8072fb7a0e_20250515T14:27_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get some benefit information.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII] and what was yours? I'm sorry.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss, uh, you're welcome. And Ms. [PII], what's that policy number, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 02536216
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and you're needing benefits, is this for dental?
[CUSTOMER][NEUTRAL] It is for dental. Um, I'm actually just calling to see if what's left of the maximum deductible and if she's eligible for an exam or a pain.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can verify it for you. Give me one moment.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Is she the primary card holder or is this in [PII]'s name?
[AGENT][NEUTRAL] Uh, it's under [PII]. He is the policyholder.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. BT4.
[AGENT][NEUTRAL] And I show she has met her deductible for the year and she has 134,240 remaining for this year.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And as far as.
[CUSTOMER][NEUTRAL] And then is she uh
[AGENT][NEUTRAL] History. No, no, you're fine.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Um, and you said for an exam and for?
[CUSTOMER][NEUTRAL] Panoramic X-ray.
[AGENT][NEUTRAL] Uh, she.
[AGENT][NEUTRAL] is not eligible for a PA. Uh, she is eligible for an exam.
[CUSTOMER][NEUTRAL] All right, and when was her last pain?
[AGENT][NEUTRAL] [PII] of this year.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And there's a waiting period for oral surgery. Is that correct?
[AGENT][NEUTRAL] Um, there's not a waiting period. Um,
[AGENT][NEUTRAL] Wait, there is. Sorry. There is a twelve-month waiting period for oral surgery since it is considered major.
[AGENT][NEUTRAL] Uh, what procedure code, if it's a 7140, like for a simple extraction, it falls under basic and there is no waiting period.
[CUSTOMER][NEUTRAL] OK, but like a 70 to 40, that would be.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] A waiting period.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And that ends on 10 125?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, that is all I needed.
[AGENT][POSITIVE] All right, well thank you for calling APL Ms. [PII]. You have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye-bye.