AccountId: 011433970860
ContactId: cfe42945-f28d-4bae-972f-203f21273999
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179820 ms
Total Talk Time (AGENT): 124512 ms
Total Talk Time (CUSTOMER): 43691 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/cfe42945-f28d-4bae-972f-203f21273999_20250305T14:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with One Smile Away. I'm calling to verify patients eligibility and benefits.
[AGENT][NEUTRAL] I can help with eligibility and benefits. What is that policy number, please?
[CUSTOMER][NEUTRAL] 063925293
[AGENT][NEUTRAL] OK, um, hm, see if we can look it up by their name. Excuse me, let me get to another screen.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] We'll say that's the social because I don't have a member ID.
[AGENT][NEUTRAL] OK, so let's, let me see if I've got this right. Um, OK. So you said um [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. All right, so let's see what we've got here.
[AGENT][NEUTRAL] And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] birthday [PII].
[AGENT][NEUTRAL] Thank you. And while I'm looking this up, if I could have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I do appreciate that. Thank you. So this policy.
[AGENT][NEUTRAL] Uh, so the policy number, let's start with that one first. So the policy number is 02.
[AGENT][NEUTRAL] 15
[AGENT][NEUTRAL] 2089. Now you ask about the eligibility.
[CUSTOMER][NEUTRAL] 2089.
[AGENT][NEUTRAL] Mhm. Absolutely. So you ask about the eligibility and benefits. The policy went into effect on [PII]. It is active.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Now, these policies have $500 per calendar year as a maximum. They cover basic, basic, restorative and preventative services only. I have a fax that I can send you. Would you be interested or is there anything in particular that I can tell you about this um limited benefit policy?
[CUSTOMER][POSITIVE] Yeah, if you would, uh, if you wouldn't mind just sending me the fax I feel like that'd probably be easiest.
[AGENT][POSITIVE] Absolutely. What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you. And let's see what have we got here. As far as this, uh, now, this will show frequency, it will show where to send your claims. Um, it will, uh, it will tell you how much we pay on, on each uh service that is offered. Periodontal um services are not covered, um, uh, orthodontics are not covered, um.
[AGENT][NEUTRAL] So that's uh will be listed on there. Now the last history that I have for him is from [PII] when he had a cleaning and a panoramic film, bite wings and a comprehensive oral examination, but you're gonna see on here what the frequencies are. So you'll have that information, and this is from [PII]. Now, is there anything else at all that I can tell you about the policy before I send off this fact?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] OK, I'll have this for you in just a moment. Thank you very much for contacting APL have a good one.