AccountId: 011433970860
ContactId: bb86e5f1-b290-42cc-95d2-441fbcb4e693
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207380 ms
Total Talk Time (AGENT): 78346 ms
Total Talk Time (CUSTOMER): 73209 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/bb86e5f1-b290-42cc-95d2-441fbcb4e693_20250103T19:29_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, my name is [PII]. It's spelled [PII] I just need a little information regarding the dental benefits for a patient, please.
[AGENT][NEUTRAL] OK, and I can assist you with the benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's uh the contact number is [PII] and the policy number is 2,387,980.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. Uh, the member is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment, let me see what type of policy he has here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need a copy of the fax back or you have particular questions?
[CUSTOMER][NEUTRAL] Uh, for this one, I just need to know their remaining maximum and deductible, if any.
[AGENT][NEUTRAL] For the year?
[CUSTOMER][NEUTRAL] I suggested
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] You mean for the year, like for [PII] or last year?
[CUSTOMER][NEUTRAL] Uh, this is this, uh, plan runs on the calendar year, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, for this year then.
[CUSTOMER][NEUTRAL] Can you please verify the group number and group name?
[AGENT][NEUTRAL] So the group number is 70052.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The group name is Oxford.
[AGENT][NEUTRAL] Global
[AGENT][NEUTRAL] Resources.
[AGENT][NEUTRAL] LLC
[CUSTOMER][NEUTRAL] OK good. And uh just to be sure, implants, uh the code 6010, are that, is that covered?
[AGENT][NEUTRAL] OK, wait, hold on one second. So did you need the accumulation for this year?
[AGENT][NEUTRAL] Because they haven't used any of their balance for [PII] yet.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it will be the deductible will be 50 and the maximum 500.
[AGENT][NEUTRAL] Right, because it's a new year.
[CUSTOMER][NEUTRAL] Oh, that's correct, right? 50 and 500.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, I just wanted to be sure, uh, are implants or crowns covered?
[AGENT][NEUTRAL] So this policy doesn't cover any major services. Major includes endodontic, periodontic, prosodontic, or oral surgery.
[AGENT][NEUTRAL] An implant placement.
[CUSTOMER][POSITIVE] Got it. Perfect. Thank you so.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, sorry, you were saying implant placement?
[AGENT][NEUTRAL] Implant placement, removal and all related services are not covered also.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much. Uh, that is all the information that I needed.
[AGENT][POSITIVE] Alright, well thank you so you also and thanks for calling APL and happy New Year.
[CUSTOMER][POSITIVE] I hope you have a great day.
[CUSTOMER][POSITIVE] OK, thank you. Bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.