AccountId: 011433970860
ContactId: c41107a5-0373-4adc-9e04-566e11520e23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278209 ms
Total Talk Time (AGENT): 110702 ms
Total Talk Time (CUSTOMER): 74042 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/c41107a5-0373-4adc-9e04-566e11520e23_20250602T15:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling on behalf of the provider's dental office to check eligibility and benefits for a patient on a recorded line. Could you please help me with that?
[AGENT][POSITIVE] Yes, [PII], I can help you with eligibility and benefits. May I please get your callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you, ma'am. Callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what is the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Sure. Of name is Salinas Valley Dental Care.
[AGENT][NEUTRAL] OK, and may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure. Patient's name is [PII]. Date of birth would be [PII].
[CUSTOMER][NEUTRAL] Member ID is 02457480.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And if you can give me your fax number I'll send you a benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] Actually, I have specific questions, ma'am. Could you please help me over the call? I just want to know the group number, group name, annual max deductible and used amount. That's it.
[AGENT][NEUTRAL] Oh, OK. All right. Yes, ma'am, I can help you with that. And this is just to verify benefits. It's not a guarantee of payment. He does have a employer number. The group number is 70,030.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] It is for Creative Circle is the name of the group.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] And let me get his benefits.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It'll be just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show that [PII] does have at this time.
[AGENT][NEUTRAL] $6 left of his deductible to pay.
[AGENT][NEUTRAL] And he has used, he only has $28.60 left of his $500 maximum.
[CUSTOMER][NEUTRAL] All right, for the confirmation, ma'am, uh, total annual maximum is $500 and used amount is 28.60, right?
[AGENT][NEUTRAL] No, the used amount is $471.40. The remaining amount is 2860.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you, ma'am. If you don't mind, could you please repeat the deductible?
[AGENT][NEUTRAL] The deductible, he has a he has a $50 deductible every year and he has $6 left to pay on it.
[CUSTOMER][NEUTRAL] Totally.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome. Thank you so much, ma'am. May I know the call reference number please, along with your name?
[AGENT][NEUTRAL] Yes, you can use my name [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your assistance, ma'am. Have a good day. Bye for now.
[AGENT][POSITIVE] You too, Miss [PII], you have a beautiful day also and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.