AccountId: 011433970860
ContactId: 7e9e76ca-86cb-4e6b-8cbc-34ec3aab4105
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159429 ms
Total Talk Time (AGENT): 53631 ms
Total Talk Time (CUSTOMER): 76318 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/7e9e76ca-86cb-4e6b-8cbc-34ec3aab4105_20250521T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII]. Um, I was just calling to get a patient uh verified.
[AGENT][NEUTRAL] OK, well, I can definitely assist you, um, verified in terms of are you trying to see if they're eligible for benefits?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm, um, eligibility.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]. That's going to be the phone number and then the policy number is 026-08912.
[AGENT][NEUTRAL] Thank you. And the last four digits of the phone number was it [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, yes, so the number that I am calling about is going to be [PII]. Um, date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect, um, and then let me see here, just make sure I don't need anything.
[CUSTOMER][NEUTRAL] Um, she hasn't used any benefits, correct?
[AGENT][NEUTRAL] Uh, let me take a look. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes, so this is gonna have you sign.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, so you were doing one cavity and then 2 pre-cavity treatments, OK.
[AGENT][NEUTRAL] Um, so no, [PII] has not used any of the max or met the deductible yet.
[CUSTOMER][NEUTRAL] That's what we're doing
[CUSTOMER][NEUTRAL] OK, and the max is 500.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and the deductible is 50, and then I did want to verify really quick, um, does the or does preventative go towards the annual maximum?
[AGENT][NEUTRAL] This preventative, yes, to the maximum, not the deductible.
[CUSTOMER][POSITIVE] Yes, OK. Alrighty, perfect. Well, that was all that I needed. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.