AccountId: 011433970860
ContactId: 7eef1841-d02b-42f9-b5a2-8fd9df547679
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120160 ms
Total Talk Time (AGENT): 36681 ms
Total Talk Time (CUSTOMER): 48467 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/7eef1841-d02b-42f9-b5a2-8fd9df547679_20250421T13:23_UTC.wav
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[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, yeah, my name is [PII], and I'm calling for the dental benefits for my patient.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, well, I can definitely 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] Yeah, sure. My contact number will be [PII].
[CUSTOMER][NEUTRAL] This is a direct line?
[CUSTOMER][NEUTRAL] that's.
[AGENT][NEUTRAL] OK, and the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] You want that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It would be 591-952.
[AGENT][NEUTRAL] 591-952
[CUSTOMER][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. 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][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And did you need a copy of the fax back or you have particular questions about the policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I just want to confirm some information like this plan has a deductible of $50 right? In die and family $150 right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And up to which services?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Apply to all services so.
[AGENT][NEGATIVE] No, the deductible does not apply to exams or cleanings.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.