AccountId: 011433970860
ContactId: dab30ff5-3c6d-413a-b5b2-38f860d1f208
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273019 ms
Total Talk Time (AGENT): 151550 ms
Total Talk Time (CUSTOMER): 58841 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/dab30ff5-3c6d-413a-b5b2-38f860d1f208_20250612T21:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. This is [PII] calling on behalf of the provider's dental office to check eligibility and benefits for a patient on a recorded line. Could you please help me with that?
[AGENT][POSITIVE] Uh, yes, I can assist you with the eligibility and benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, ma'am. Callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. Member ID is 01350343.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, ma'am. Patient's name is [PII]. Date of birth would be [PII].
[AGENT][NEUTRAL] OK, and you need uh this information given to you verbally or faxed over to you or you have a specific question?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I have specific questions. Could you please help me over the phone?
[AGENT][NEUTRAL] With what I'm sorry?
[CUSTOMER][NEUTRAL] OK. I just want to know the effective date group number, annual max deductible and used amount along with history if anything is there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And before I give you any benefit or information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment.
[AGENT][NEUTRAL] OK um let me check some benefits. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, the calendar year maximum is $1500 with a $50 deductible, or $150 per family.
[AGENT][NEUTRAL] Um, she has not used her benefits as of today, so she still have the full amount available of $1500 with the $50 deductible.
[AGENT][NEUTRAL] Um, for the group we have group number 19363 again that's 19363 with the group name of Universal Trucking TLD Logistics.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And let me check the history. One moment.
[CUSTOMER][NEUTRAL] Sure, ma'am.
[AGENT][NEUTRAL] OK, under the history, we have, let's see.
[AGENT][NEUTRAL] OK OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment, I'm still searching.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, so I got a period of [PII] on [PII]. I got um.
[AGENT][NEUTRAL] Next [PII] on [PII].
[AGENT][NEUTRAL] Um, bit wings, [PII].
[AGENT][NEUTRAL] OK, we have a [PII] on [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And we have an oral evaluation on [PII]. Um, that's it. I don't see anything else under the history.
[CUSTOMER][POSITIVE] Perfect. That's it, ma'am. Thank you so much. May I know the call reference number, please? And your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], and we don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Perfect. All right. Thank you so much, ma'am. Have a good day. Bye for now.
[AGENT][POSITIVE] You're welcome. You as well and thank you for calling APL. Have a good afternoon, Miss [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.