AccountId: 011433970860
ContactId: d4f460d1-aac2-45c1-b90c-d0e61387a8df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204820 ms
Total Talk Time (AGENT): 57521 ms
Total Talk Time (CUSTOMER): 50353 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d4f460d1-aac2-45c1-b90c-d0e61387a8df_20250513T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, hi, sir. This is [PII]. I need the benefits.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on benefits. What's the policy number?
[CUSTOMER][NEUTRAL] So, 02558130.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Are you looking for dental or medical coverage?
[CUSTOMER][NEUTRAL] Uh, uh, for dental?
[AGENT][NEUTRAL] Alright, so patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK. And could you please tell me the annual maximum and the remaining?
[AGENT][NEUTRAL] Uh, yes, one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The calendar maximum is gonna be 1500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Calendar year deductible is going to be $50.
[CUSTOMER][NEUTRAL] Mhm. And the remaining?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Patient has deductible and full calendar year amount left remaining.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, all the remaining or what?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And can you send me the 43, 4999. Uh, what's the coverage, I mean, the frequency and the percentage?
[AGENT][NEUTRAL] Procedure code is 4999.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah, for 4999.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And
[AGENT][NEGATIVE] I don't see 04999 listed, so it would not be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And can I get the call reference number?
[AGENT][NEUTRAL] Call references my name with my last initial in today's date. My name again is [PII], that's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Mhm. Have a good day.
[CUSTOMER][NEUTRAL] Same to you.