AccountId: 011433970860
ContactId: 8dcfbe2d-bd28-42e5-8e37-b10e773d1a92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218070 ms
Total Talk Time (AGENT): 99124 ms
Total Talk Time (CUSTOMER): 80460 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/8dcfbe2d-bd28-42e5-8e37-b10e773d1a92_20241231T14:49_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, [PII]. My name is [PII] and I'm calling from Little Cassus Dental. And I have a patient, a new patient that's coming to us, and I don't have any information um as far as um
[CUSTOMER][NEUTRAL] Uh, it's preventative, if he's used anything, if he's mad or anything, and I need to know those things, please, ma'am.
[AGENT][NEUTRAL] OK, uh, well, I can help you with the member's dental policy, and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am, my uh telephone number is [PII], and my and the policy number is 607408.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, it's gonna be for [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So let me see what type of policy. Hold on one second.
[AGENT][NEUTRAL] So Chase, um, Chase's policy has been active since [PII] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see what type of benefit it is.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] And that was a free schedule.
[AGENT][NEUTRAL] OK, so I can send you a copy of the fax back if you like. Um, on the fax back, it'll have the calendar year max and deductible.
[AGENT][NEUTRAL] All the frequencies, any limitations, um, the ways to file a claim and then it'll show the list of codes and the dollar amount that will be paid to that code.
[CUSTOMER][NEUTRAL] does it show as far like his if he has any current um preventative on file?
[AGENT][NEUTRAL] Let me see if he has any history. Hold on one second.
[AGENT][NEUTRAL] Um, well, the last time we processed was in [PII]. Um, if you have some codes, I can try to go through the claims to see if there's any history on file.
[CUSTOMER][NEUTRAL] the only thing that I would be concerned with is a piano and the last, well, if it's 22, that's 24 for one year, um [PII], but this once every 3 years.
[AGENT][NEUTRAL] His last one was, let me see, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, got it, thank you so much. Oh well, let me give you my fax number.
[AGENT][NEUTRAL] OK, and what's a good fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do I need to put attention, [PII]?
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, so I'm sending this over to you now. [PII], was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] I believe that's gonna be it.
[AGENT][POSITIVE] Alright, well, again, all the information provided was a verification of benefits, not a guarantee of payment, and thank you so much for calling APL. I hope you have a happy new year.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.