AccountId: 011433970860
ContactId: c89bc45e-ba40-49aa-a4ce-f228b418eedd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192910 ms
Total Talk Time (AGENT): 81492 ms
Total Talk Time (CUSTOMER): 48382 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/c89bc45e-ba40-49aa-a4ce-f228b418eedd_20250528T14:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office and I was calling to verify patient's dental benefits.
[AGENT][NEUTRAL] OK, I can go through the dental benefits with you and [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] It is 02478102.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Uh, 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, and I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And did you need a copy of the fax back or did you have particular questions about it?
[CUSTOMER][POSITIVE] Oh yeah, fax back would be great.
[AGENT][NEUTRAL] OK, what's a good fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And should that be attention, [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, that'd be fine.
[AGENT][NEUTRAL] Alright, so on the fax back you'll see the calendar year maximum deductible, all the percentages, waiting periods, frequencies, um, limitations, any exclusions, all the ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this list, then it would not be covered by the policy.
[CUSTOMER][NEUTRAL] OK, uh, does the facts show if he has used or met any of the deductible or maximum?
[AGENT][NEUTRAL] No, it doesn't, but I can give you that. Hold on one second, let me send this to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's on the way to you.
[AGENT][NEUTRAL] And let me check.
[AGENT][NEUTRAL] Um, so, so far he has not used any of the max or met the deductible. The calendar year max is 1500, the deductible is 50 per person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that'll be all.
[AGENT][POSITIVE] Alright [PII], well thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.