AccountId: 011433970860
ContactId: a133ad87-4248-41ee-ad16-13c68b465133
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223539 ms
Total Talk Time (AGENT): 108156 ms
Total Talk Time (CUSTOMER): 47106 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/a133ad87-4248-41ee-ad16-13c68b465133_20250520T15:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], I'm calling to get some remaining benefits on a patient.
[AGENT][NEUTRAL] OK, you're needing to see how many benefits have been used for the member, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, I, yes, I can help you with that, and who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Uh, let me pull it up real fast. I have not memorized it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] Yes, it's 081 01846074.
[AGENT][POSITIVE] OK awesome thank you give me a couple of moments to get the member's information pulled up.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And is this on a dental policy that you're wanting information on?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But you're only needing remaining, you don't need eligibility or benefits, you're just wanting to know what has been used for this calendar year.
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. So one moment and let me pull up this information.
[AGENT][NEUTRAL] OK, so for Mr. [PII], as of now, he still has his $50 deductible to be met.
[AGENT][NEUTRAL] And he has a balance, a remaining balance available of $1420.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And then did he have a family deductible?
[AGENT][NEUTRAL] Yes, the family deductible is 150.
[AGENT][NEUTRAL] And that has not been met. Mhm. Yeah.
[CUSTOMER][NEUTRAL] 150, got it.
[CUSTOMER][NEUTRAL] Alright, let's see, make sure I don't need anything else.
[CUSTOMER][NEUTRAL] I believe that is all I needed. Uh, can I get a reference number please?
[AGENT][NEUTRAL] OK um sure you're gonna use my name that I gave you along with today's date and then also if you all end up filing a claim for him with APO once it has been processed, we do have a portal in which you should be able to check the claim status and and our website for that portal is secured.
[CUSTOMER][NEUTRAL] Oh sorry?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, I have [PII].
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. Is there anything else that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] That is all for today.
[AGENT][POSITIVE] OK, well then thank you so much for calling APL and I do hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Yes, sir. Thank you. Bye bye.