AccountId: 011433970860
ContactId: c638346d-8232-42d8-8550-6ed7fd2f7102
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152559 ms
Total Talk Time (AGENT): 70498 ms
Total Talk Time (CUSTOMER): 42289 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/c638346d-8232-42d8-8550-6ed7fd2f7102_20250102T21:40_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] Yes, my name is [PII], and I'm calling about, uh, I'm calling to see if my patient has any active dental coverage or not.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02280546
[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] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] And can I have the group number?
[AGENT][NEUTRAL] Sure, it's 70055.
[CUSTOMER][NEUTRAL] And can you tell me if this patient still has their full max and deductible? Well, I'm pretty sure they do. Can you tell me how much their full max and deductible is for this year?
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] And just for the call again, all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I pull the benefits for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Policies as well. So the calendar year max is $500.
[AGENT][NEUTRAL] And there's a $50 deductible up to $150 per family, but this is individual.
[CUSTOMER][NEUTRAL] Alright, and was there any preventative history on file that would affect frequency like a pent now?
[AGENT][NEUTRAL] Um, may I have a code for that?
[CUSTOMER][NEUTRAL] Uh, it can be the panel, the, um, the 0330.
[AGENT][NEUTRAL] Um, no, I'm not showing any claims for that procedure code, so we have, there's no, no history.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And that's all that I needed for today. And is there a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name, which is [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much [PII] you have a nice day.
[AGENT][NEUTRAL] You're welcome, A