AccountId: 011433970860
ContactId: b6290cf5-54ff-4cb0-bfe2-830c6b73ee2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223910 ms
Total Talk Time (AGENT): 71268 ms
Total Talk Time (CUSTOMER): 76180 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/b6290cf5-54ff-4cb0-bfe2-830c6b73ee2c_20250317T18:33_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, uh, good morning, my name is [PII] and I'm just checking benefits and eligibility for dental.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Um, it's 024920887.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] And his name is [PII] and birthday [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh yes please.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Alright, what's the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um, just wanna double check for the, the coverage that he has. Um, what's the coverage for preventative, basic, and major?
[AGENT][NEUTRAL] Preventative is covered at 100%, basic is covered at 80%. Majors covered at 40.
[CUSTOMER][NEUTRAL] And the maximum benefit?
[AGENT][NEUTRAL] Uh, $1500 per calendar year and the deductible is $50. Now, they are still under a waiting period. It, it will end on [PII] of this year, so the major would not be.
[CUSTOMER][NEUTRAL] Is it one year for waiting period?
[AGENT][NEUTRAL] Right, the major would not, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It will removed on this on this June of this year.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] One second, can you, um, tell me the address for claim, please?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's in [PII] City, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII]. It's also on the fax along with the payer ID and the fax number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK, that sounds good um thank you again and then just to double check one more time, um, is there any history for him?
[CUSTOMER][NEUTRAL] For dental
[AGENT][NEUTRAL] Uh, let me check.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] No history.
[CUSTOMER][NEUTRAL] OK and um do we do our um provider needs to be.
[CUSTOMER][NEUTRAL] Um, credentials with you guys or not?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh no, OK.
[CUSTOMER][POSITIVE] All right, thank you again for your help appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thanks bye bye.