AccountId: 011433970860
ContactId: 93137d5b-7409-4c2d-a3e2-9098cae23837
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362760 ms
Total Talk Time (AGENT): 81355 ms
Total Talk Time (CUSTOMER): 82854 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/93137d5b-7409-4c2d-a3e2-9098cae23837_20250428T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to verify benefits.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, yes, you do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That'll be 1 2nd.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 627-365587.
[AGENT][NEUTRAL] Um, we only have 8 digit numbers. Um, do you have the last name?
[CUSTOMER][NEUTRAL] 8 digit
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, uh, first name is [PII].
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] And the last name [PII]
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] Um, what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Dental?
[AGENT][NEUTRAL] OK, I found his policy. Um, do you need the policy number?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] It looks like I think you gave me the social, um, so his policy number is 251.
[AGENT][NEUTRAL] 0172.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I can send a fax back of all the benefits or we can go over it on the phone.
[CUSTOMER][NEUTRAL] Is it still the same as um.
[CUSTOMER][NEUTRAL] I had the preventative are 100% basic 80 and no major.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] That's correct. Just tell me if he's eligible for exam proof and by. I don't need a fax.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's not a guarantee of payment based account.
[CUSTOMER][NEUTRAL] And the maximum is still 500, right?
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need the procedure code?
[AGENT][POSITIVE] Uh, yeah, that'd be great.
[CUSTOMER][NEUTRAL] OK, so that's uh 0120 1110 02 74 and check if you can check for 9944 please.
[CUSTOMER][NEUTRAL] Those are all of them.
[AGENT][NEUTRAL] Uh, 0120, that was on 10-1624.
[AGENT][NEUTRAL] Uh, 1110 was on 1016 24.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I don't have any history of biting.
[AGENT][NEUTRAL] The 00274. And what was the code after that?
[CUSTOMER][NEUTRAL] 9944.
[AGENT][NEUTRAL] Um, don't have any history of that.
[CUSTOMER][NEUTRAL] Is that a cover benefit?
[AGENT][NEUTRAL] I'm not pulling that up under the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the pros and the preventative is it 2 times in a calendar year?
[AGENT][NEUTRAL] Uh, the oral evaluations are
[AGENT][NEUTRAL] 2 times in a 12-month period, cleanings are 1 for 6 months.
[CUSTOMER][NEUTRAL] And he only has one record of the cleaning correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK sorry it's gonna be with you.
[CUSTOMER][NEUTRAL] And what's your name?
[AGENT][NEUTRAL] Uh, my name is [PII], first initial last name, [PII].
[CUSTOMER][NEUTRAL] Is there a new reference number for the call?
[AGENT][NEUTRAL] Uh, just my name and today's date.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.