AccountId: 011433970860
ContactId: c11a11b3-325a-4b73-90a1-259a0e4824b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162270 ms
Total Talk Time (AGENT): 49589 ms
Total Talk Time (CUSTOMER): 77179 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/c11a11b3-325a-4b73-90a1-259a0e4824b7_20250128T21:09_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, I am trying to get um a patient dental benefits for this year.
[AGENT][POSITIVE] I'd be happy to assist with benefits. May I have your first name, please?
[CUSTOMER][NEUTRAL] Sure, my name's [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And [PII], if I could get a good callback number for you?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 02571402.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [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] Oh my.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 5 to 7 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um, could you just kind of give me a basic rundown? Um, how much is the annual maximum?
[AGENT][NEUTRAL] And your max is $500 per calendar year.
[CUSTOMER][NEUTRAL] You say 500?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, um, is basic, I'm sorry, is preventative and diagnostic covered at 100%? OK, what about basic, uh, restorations?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Basic is covered at 80.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And major? OK and um is there any deductible?
[AGENT][NEGATIVE] Majors not covered.
[AGENT][NEUTRAL] $50.
[CUSTOMER][POSITIVE] OK, all right, that's all I need temporarily until I get that fax so thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm.