AccountId: 011433970860
ContactId: a8ecdde1-bccd-4211-8210-92a0e3ce7250
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181520 ms
Total Talk Time (AGENT): 104941 ms
Total Talk Time (CUSTOMER): 50859 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/a8ecdde1-bccd-4211-8210-92a0e3ce7250_20250107T20:44_UTC.wav
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[AGENT][NEUTRAL] Contacting ATM, my name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, I was calling to get dental benefits on a patient.
[AGENT][NEUTRAL] I can help with benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, it's uh do you have the policy number there with you? Did they give you a card? Did you have the policy number that we could look up today?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, it's M as in Mary, C as in cat, M as in Mary, A as in apple, B as in boy, 1012076.
[AGENT][NEUTRAL] OK. And how do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] And the first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I just need her date of birth and your phone number, please. Um.
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I do appreciate that. Thank you. So she does have a policy with us that went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Now, these policies have $1000 for calendar year as a maximum, that's just a verification of those benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And what it does is it covers basic basic restorative and preventative services, um.
[AGENT][POSITIVE] I do have the benefits. It, what it will do is it, it will pay out uh a flat rate. So there's a printout that I can send to you um at the schedule. You may want that, uh, good. OK.
[CUSTOMER][NEUTRAL] Yeah, I think I have it um but do you, does it say who the employer is on this plan or is it like an individual plan?
[AGENT][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] It's OK. She, this is a self-paid plan.
[CUSTOMER][NEUTRAL] OK, so it's just individual plan.
[AGENT][NEUTRAL] Yes, and
[CUSTOMER][NEUTRAL] Is there a max or deductible on there?
[AGENT][NEUTRAL] There is a $50 deductible that does not apply to preventative services. It doesn't look like she's used her or paid her deductible for this year. Um, now she has used $737 of her benefits, which leaves the remaining balance of $263. Uh, that was the calendar year [PII], excuse me. But the calendar year [PII], it looks like everything is all available. Um, so it's, yeah, but there is that $50 deductible that has not been collected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, sounds good. I think I have all the fees in here. I think you're all good.
[AGENT][POSITIVE] OK. Well, if there's anything else we can help with, please let us know. Otherwise, thanks for contacting UTL. Have a good day.