AccountId: 011433970860
ContactId: ab25bd93-7d8f-4030-b13b-0ba1e318156c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198649 ms
Total Talk Time (AGENT): 95799 ms
Total Talk Time (CUSTOMER): 53793 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/ab25bd93-7d8f-4030-b13b-0ba1e318156c_20250113T19:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a dental provider's office. I was needing to check eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, it is 0212.
[CUSTOMER][NEUTRAL] 631 9
[AGENT][NEUTRAL] Mhm and spell your first name for me please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII], OK, what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And were you calling for benefit information or eligibility or claim status?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, eligibility and benefits if they're still active, I was needing to get a full breakdown for their dental.
[AGENT][NEUTRAL] OK, do you want the schedule faxed to you?
[CUSTOMER][NEUTRAL] Sure, that'll be fine.
[AGENT][NEUTRAL] And, and that number?
[CUSTOMER][NEUTRAL] 601.
[CUSTOMER][NEUTRAL] 992.
[CUSTOMER][NEUTRAL] 953 4.
[AGENT][NEUTRAL] OK, thank you. Let me verify the patient and then we can get that over to you within the next 5 to 7 minutes.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that information showing an effective date of [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] This policy is active at this time.
[AGENT][NEUTRAL] Let's see one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, so the maximum uh calendar year max is $1500 of which none has been used, which means the $50 has not been satisfied either.
[AGENT][NEUTRAL] Um, the schedule of benefits is going to be roughly 6 to 7 pages including the cover sheet and it'll provide the calendar year max deductible information. Um it'll list each procedure code that's covered by the plan.
[AGENT][NEUTRAL] Uh, any common limitations, exclusions, frequencies?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Will also be included on that schedule.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it is on its way. Any other questions I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm not sure if it'll be on the fax. Could you verify the group number if there is one?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And it's not on the schedule, um, the group number is 20,390.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. All right, and then could I just get a reference number and that'll be all.
[AGENT][NEUTRAL] Mhm. You'll use my name in today's state as your reference. It's [PII].
[AGENT][NEUTRAL] ONYA first initial last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] All right, you're welcome and the schedule is on its way. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Have, have a good day.
[CUSTOMER][NEUTRAL] You too.