AccountId: 011433970860
ContactId: aa5e5bae-64bb-45d3-9075-44c3affc9b2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154070 ms
Total Talk Time (AGENT): 77253 ms
Total Talk Time (CUSTOMER): 62706 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/aa5e5bae-64bb-45d3-9075-44c3affc9b2c_20250109T22:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling to verify that my patient has a dental coverage, please.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with this coverage. Um, what is your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, I have 02456038.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, that's gonna be [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with eligibility for Mr. [PII]. I am showing that his policy, his dental policy is active with the effective date of [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, yes, can you please check, um, the remaining mm, is this a calendar year plan?
[AGENT][NEUTRAL] It is, and he has right now his full benefits remaining and has not met his deductible.
[CUSTOMER][NEUTRAL] OK, and his full benefit is 500 still?
[AGENT][NEUTRAL] It is.
[CUSTOMER][POSITIVE] Perfect. And then I wanna confirm this on this plan only covers preventative and basic, correct?
[AGENT][NEUTRAL] That is correct. Major is not um covered. Major services. That includes oral surgery, endoperio, and prosthodontic repairs.
[CUSTOMER][POSITIVE] Got it perfect, thank you very much. um, and then can you just check when was his last regular exam and cleaning that you have on file for this patient?
[AGENT][POSITIVE] I sure can. Let me check that for you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Last prophy by wings and oral exam was on [PII].
[CUSTOMER][POSITIVE] Perfect, thank you very much. Um, any SRP history 4341?
[AGENT][NEUTRAL] SRPs are not covered, that's considered major.
[CUSTOMER][POSITIVE] Oh yes, I'm sorry. All right, perfect. Thank you so much. Then that would be all.
[AGENT][POSITIVE] Not a problem. Anything else? It's been a pleasure to assist you with that eligibility, [PII]. Thank you for calling APL and I hope you have a lovely evening.
[CUSTOMER][NEGATIVE] No thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.