AccountId: 011433970860
ContactId: acf5cd79-6903-48de-88c5-855188852918
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541830 ms
Total Talk Time (AGENT): 206419 ms
Total Talk Time (CUSTOMER): 92222 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/acf5cd79-6903-48de-88c5-855188852918_20250626T13:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII], and I'm looking for patient's dental benefits.
[AGENT][POSITIVE] OK, I'm so sorry. What did you say your name was?
[CUSTOMER][NEUTRAL] So this is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and you're needing dental benefits from him already, is that correct?
[CUSTOMER][NEUTRAL] That's that's it.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] Policy number is 615898.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] OK, bear with me just a moment, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[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] Patient's name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] And you said this policy number is 615898. Is that correct?
[CUSTOMER][NEUTRAL] He.
[CUSTOMER][NEUTRAL] OK, is that correct? Yeah.
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] Bear with me just a moment, [PII]. I was having to reload some information just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII], so again, any information provided will be a verification of benefits and not a guarantee of payment. So I do show that Ms. [PII] is the subscriber on this dental policy, and it is active with an effective date of [PII]. And [PII], for our dental policies, we have fax backs of the member's benefits on the plan that I'll be happy to fax to you. It will have everything on there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I just have a specific question.
[AGENT][NEUTRAL] Sure. What is your question? So you're not gonna need her benefit information?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Like anything is from.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] No, I do have the benefits. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, how can I help you?
[CUSTOMER][NEUTRAL] So anything is from the max and deductible and any history for this year?
[AGENT][NEUTRAL] Let me check her benefits for you first to see what's been used.
[AGENT][NEUTRAL] As of now, for this calendar year, she has met her deductible and as of now, she has used $298 of her $1000 calendar year maximum benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I get the history for this here?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK 570.
[CUSTOMER][NEUTRAL] These
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so for the history on file.
[AGENT][NEUTRAL] For this calendar year is code [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that is all for this calendar year.
[CUSTOMER][NEUTRAL] OK. Can I get the date of service?
[CUSTOMER][NEUTRAL] And the two numbers?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] They.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII]-022011, [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] OK. And these codes were paid, right?
[AGENT][NEUTRAL] And that is all.
[AGENT][NEUTRAL] Um, I can't provide that information.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Could you please spell your name?
[AGENT][NEUTRAL] [PII] and my name in today's date will be your call reference number and if you all file a claim with us for her, [PII], once the claim has been processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, um, you should be able to check claim status for her by going to our portal which is located at [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. Thank you. That's all.
[AGENT][POSITIVE] You're welcome. All right. Well, if that is all I can help you with, thank you again for calling APL and I hope that you have a very nice day.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.