AccountId: 011433970860
ContactId: 8d798dcf-c75c-4718-8a88-d1a7ca9b0fda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262559 ms
Total Talk Time (AGENT): 102241 ms
Total Talk Time (CUSTOMER): 113257 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/8d798dcf-c75c-4718-8a88-d1a7ca9b0fda_20250103T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get a few, I have a few questions regarding patients benefits.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] [PII] thank you and your call back number if we are disconnected please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and what is that policy number please [PII]?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 00000 so 5 consecutive zeros 2567992.
[AGENT][NEUTRAL] OK, and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's for [PII].
[CUSTOMER][NEUTRAL] And then the spouse as well for [PII].
[AGENT][NEUTRAL] OK, and the dates of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Are you calling for the spouse as well?
[CUSTOMER][NEUTRAL] Yes, uh, that is 823-95.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much for the verification process. OK, I have the members pulled up and how can I help you?
[CUSTOMER][NEUTRAL] Yes I was calling um.
[CUSTOMER][NEUTRAL] Is there any changes on today's, uh, on this year's, um, any changes on the benefits?
[AGENT][NEUTRAL] No, no, there are no changes.
[CUSTOMER][NEUTRAL] From last year.
[CUSTOMER][NEUTRAL] So maximum stays 500 deductible 50.
[AGENT][POSITIVE] That is correct yes.
[CUSTOMER][NEUTRAL] And then this is a calendar year correct?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, um, what else? And then just to confirm, uh, wanna check if there's any history for um.
[AGENT][NEUTRAL] For both I can check for both if you like.
[CUSTOMER][NEUTRAL] Let me see. Yes, for any treatment like composites.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To be exact.
[AGENT][NEUTRAL] OK, so for Melando, uh, see, no composites, uh, no fillings, nothing like that. Now let me check for spells.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And for sals, no composites, nothing like that, but I can tell you what they had if you need to know that information but with no composites or anything like that as far as um fillings.
[CUSTOMER][NEUTRAL] Any preventative history because I they were here a few weeks ago.
[AGENT][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] They were OK, um, [PII] actually, um, for autumn on [PII] we have a limited or exam, uh, SMX, and a proee.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then for and that's all for autumn and one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and same date of service for Melando, uh, that was the exact same procedures.
[CUSTOMER][NEUTRAL] OK, and then just to confirm, composites, uh, what is the frequency and percentage and do they have an alternative benefit? do they downgrade?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] They do not downgrade those one per 24 months.
[AGENT][NEUTRAL] And they're covered at 80%.
[CUSTOMER][NEUTRAL] No downgrade, OK.
[AGENT][POSITIVE] No downgrades.
[CUSTOMER][NEUTRAL] Um, 1 in 24 months, OK, um, let me see if I can just go ahead and, um, can you fax over, um.
[CUSTOMER][NEUTRAL] For both for um out.
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][NEUTRAL] Just for for this year.
[AGENT][NEUTRAL] I'll send over one but both names.
[CUSTOMER][NEUTRAL] One for each.
[AGENT][NEUTRAL] I'm sorry, I'll send over one, but they'll have both names on, but both are on the same policy.
[CUSTOMER][NEUTRAL] It won't show OK uh yeah, OK, that's fine and then if I can just get a reference number for this call.
[AGENT][NEUTRAL] OK, uh, before that, what is your fax number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we do thank you. We do not provide reference numbers. You can use my name [PII]. My last initial is [PII], and today's date, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK sounds good.
[AGENT][NEUTRAL] OK, and I'll get that faxed over.
[CUSTOMER][POSITIVE] OK, sounds good well thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Have a great day bye.
[CUSTOMER][POSITIVE] Thank you bye bye.