AccountId: 011433970860
ContactId: d61756c2-4c2e-49ee-900b-d77bec3e5273
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423299 ms
Total Talk Time (AGENT): 129255 ms
Total Talk Time (CUSTOMER): 90420 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/d61756c2-4c2e-49ee-900b-d77bec3e5273_20250617T13:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider office. I have one patient with a specific dental benefits questions. Could you please help me with this?
[AGENT][POSITIVE] I'm sure, [PII], I can assist you with benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yeah, sure. It's going to be [PII], uh sorry. It's [PII] and it's a direct line.
[AGENT][NEUTRAL] OK. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] The policy number I have is 02033632.
[AGENT][NEUTRAL] OK, thank you, [PII]. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient name is going to be [PII] and the date of birth is going to be [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active. And what's your question?
[CUSTOMER][NEUTRAL] OK. So first of all, could you please tell me if there is any used amount from the annual max and the deductibles?
[AGENT][NEUTRAL] OK. Yes, one moment, please.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK. The annual maximum is $500 and I'm not showing that there's any deductible. And let's see how much has he used so far. One moment.
[CUSTOMER][NEUTRAL] There is no deductible?
[AGENT][NEUTRAL] Right, I'm showing that there is no deductible.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, there's a $50 deductible and he has met it. I, I apologize.
[AGENT][NEUTRAL] And um we cover up to $500 and so far of the $500 he's used $163.20.
[CUSTOMER][NEUTRAL] Uh, 163 or 54 you said?
[AGENT][NEUTRAL] $163.20 have been used towards the $500 annual maximum.
[CUSTOMER][NEUTRAL] OK. Could you please also check if there is any family deductible?
[AGENT][NEUTRAL] If there's a family deductible?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I'm not showing that there's a family deductible. Actually, he's the only person on this policy.
[CUSTOMER][NEUTRAL] OK. And you already said that there is a a uh individual deductible of 50 which is already has been used, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. So, uh, may I have the history for the used amount of 163 dollars.20 cents?
[AGENT][POSITIVE] Yes, that's what I've been used so far.
[CUSTOMER][NEUTRAL] I need the for this used amount. Could you please provide it to me?
[AGENT][NEUTRAL] OK, we cover up to 500.
[AGENT][NEUTRAL] And he's used, let's see.
[AGENT][NEUTRAL] So what he has remaining is $336.80 for the calendar year.
[CUSTOMER][NEUTRAL] OK. Now, could you please provide me the history for the used amount of 163 dollars.20 cents. I need the history, dental history.
[AGENT][NEUTRAL] You need the dates of services.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the $163.20 was used on [PII].
[CUSTOMER][NEUTRAL] For which procedure code?
[AGENT][NEUTRAL] For anesthesia and for procedure code. Let's see.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] I'm waiting on my system. One moment, sir.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm just showing that it was for anesthesia. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] There is no procedure code?
[AGENT][NEUTRAL] No, I'm not showing any.
[CUSTOMER][NEUTRAL] And you said it's for anesthesia.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And there's only history on file for [PII] for the user amount of $163.
[AGENT][NEUTRAL] Yes, that's what I'm showing on file with us. Yes, sir.
[CUSTOMER][NEUTRAL] OK. So may I have the reference number for this call and can you spell your name?
[AGENT][NEUTRAL] The reference number is my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that, that's it. Thank you so much for helping me today.
[AGENT][POSITIVE] OK, thank you, [PII], mhm, for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You have a great day to you. Thank you.
[AGENT][POSITIVE] Mm, thank you. You're welcome.
[CUSTOMER][NEUTRAL] You have been removed from the call. Goodbye.