AccountId: 011433970860
ContactId: 855127f0-8bf6-46e5-8f7d-c8fc63e12346
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240399 ms
Total Talk Time (AGENT): 61348 ms
Total Talk Time (CUSTOMER): 83254 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/855127f0-8bf6-46e5-8f7d-c8fc63e12346_20250203T15:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to check eligibility for dental.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you're calling, where are you calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] From calling Gentle Dental.
[CUSTOMER][NEUTRAL] 81
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, hold on, it's 020.
[CUSTOMER][NEUTRAL] 16482.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] That would be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the name?
[CUSTOMER][NEUTRAL] Um, OK, I'm gonna try [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. All right. And you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is a dental policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, what is the max?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, um, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Calendar year maximum is $1500 with a $50 deductible.
[CUSTOMER][NEUTRAL] Is a $50 deductive applied to everything or just major?
[AGENT][NEUTRAL] No, um, the $50 deductible does not apply to preventative, so those are the only ones that, it's not applied.
[CUSTOMER][POSITIVE] Was preventive. Alright, thank you. Have a good day.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day, Ms. [PII]. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Thank you for calling Cohen's Gentle Dental, [PII]'s premier dental practice for the best general and cosmetic dentistry. We specialize in dental implants, periodontics, oral surgery, Invisalign, teeth whitening, and general dentistry. For your convenience, we have 5 locations in the Bronx area. Learn more at [PII].
[CUSTOMER][NEUTRAL] Cohen's Gentle Dental accepts most insurance plans. We work with you to maximize your benefits while scheduling any treatments to fit your plan or your budget. We also accept credit card payments and offer You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.