AccountId: 011433970860
ContactId: d6a5f68e-7a52-43dd-97e9-6e9d1655ec8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297850 ms
Total Talk Time (AGENT): 135113 ms
Total Talk Time (CUSTOMER): 122457 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/d6a5f68e-7a52-43dd-97e9-6e9d1655ec8d_20250116T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling from provider office looking for dental benefit.
[AGENT][NEUTRAL] OK, yeah, I can check those benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][POSITIVE] And then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 424-08611.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yes, first name is [PII] and last name [PII], and date of birth is uh [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and I'm sorry, did you say we were checking dental benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so this policy is for their medical. Give me just a moment.
[AGENT][NEUTRAL] OK, they do have a dental policy with us. Um, I can give you that policy number if you'd like. It is different.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, actually, I have already verified on date uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, the policy number you had given me before was their medical, um, but they do have a dental policy. It's just a different policy number. Did you need that?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Yes, I need a dental policy.
[AGENT][NEUTRAL] OK, are you ready for it now?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it is 0240.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] 854 6.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 46.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And ma'am, uh, it, it is active.
[AGENT][NEUTRAL] Yes, effective date was [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And it is currently active.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If you'd like, I, I can send you a copy of this fax back that shows all covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Uh, uh, actually, uh, how much use patient dental maximum, individual and family deductible?
[AGENT][NEUTRAL] OK, yeah, of course I will let you know verification of coverage is not a guarantee of payment for claims. Uh, calendar, your maximum is $1500. There is a deductible of $50. Uh, he is the only insured member, so there's no family, um, deductible does not apply to preventative expenses.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK. Uh ma'am, uh, how much use patient dental makes?
[AGENT][NEUTRAL] Um, let me check that. Give me just a moment.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK. And can you send me the faxed copy of dental benefits?
[AGENT][NEUTRAL] Of course, give me just a moment.
[CUSTOMER][NEUTRAL] About the
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Alright, what was that fax number for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes. [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I will go ahead and get that. Would I just put this to your attention?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, uh, whose attention should I put this to?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] To whose attention should I put this to?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Should I put this to your attention?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, I will go ahead and get that sent now. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] No, ma'am. Thank you. And what is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] and reference number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my last initial is [PII] and was there anything else I could help you with?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] No thank you, thank you.