AccountId: 011433970860
ContactId: b6e3d9ce-da0c-4b5a-af42-c1f771842aa4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289130 ms
Total Talk Time (AGENT): 124504 ms
Total Talk Time (CUSTOMER): 56418 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/b6e3d9ce-da0c-4b5a-af42-c1f771842aa4_20250303T22:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from Was office to check dental benefits.
[AGENT][NEUTRAL] I'm so sorry. I can barely hear you.
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from provider's office to check and the benefits.
[AGENT][NEGATIVE] OK. Did you say that you were needing dental benefits? [PII], you sound like you're very far away from the phone. I cannot hardly understand you.
[CUSTOMER][POSITIVE] Best dental benefits.
[AGENT][NEUTRAL] Yes, depending on our dental policies, we have fax backs of the members' benefits that I will send to you, but yes, I can help you with this. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] It's 421-355.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I'm sorry. Say that again, please.
[CUSTOMER][NEUTRAL] 421
[CUSTOMER][NEUTRAL] 355
[AGENT][NEUTRAL] 421-355
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that, OK just one moment.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII].
[CUSTOMER][NEUTRAL] Max
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, just one moment while I'm getting the member's information loaded.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so I do show that she is a subscriber on this dental policy and this policy is active with an effective date of 5-3-2000.
[CUSTOMER][NEUTRAL] OK, uh, I need to only check the specific questions for this plan. Uh, I need to check the maximum and deductibles and used amount, that's all.
[AGENT][NEUTRAL] OK, did you say you're just needing the maximum and the deductible and if anything has been met for this calendar year?
[CUSTOMER][NEUTRAL] Yeah, that's all.
[AGENT][NEUTRAL] OK, so the calendar year maximum benefit is $1000 for covered insured for covered services.
[AGENT][NEUTRAL] And the calendar year deductible per covered person is $50.
[AGENT][NEUTRAL] In one moment and I'll check the.
[CUSTOMER][NEUTRAL] Keep part of the fact
[CUSTOMER][NEUTRAL] Uh, family deductible?
[AGENT][NEUTRAL] Pardon.
[AGENT][NEUTRAL] Pardon me, this is an individual policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And as of now, she has not used any benefits for this calendar year.
[CUSTOMER][NEUTRAL] No, you want for the maximum and the double M, right?
[AGENT][NEUTRAL] Not for this calendar year, no, sir.
[CUSTOMER][NEUTRAL] Yeah, the air is 532,000 I'm right?
[AGENT][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] Uh, the effective date is [PII]. I'm I right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] [PII] My name and today's date would be your call reference number.
[AGENT][NEUTRAL] And then also if you do end up filing a claim with APL Tony, once we have processed the claim, we do have a portal in which you can check claim status by going to secured. [PII].
[CUSTOMER][POSITIVE] Yeah, and thank you so much for assisting me today and have a nice day. Stay safe. Bye-bye.
[AGENT][POSITIVE] You are certainly very welcome. Well, thank you again if that's all I can help you with for calling APL and I hope that you have a nice evening as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.