AccountId: 011433970860
ContactId: e30844d7-68d4-4976-afc4-7405c61f7bae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187440 ms
Total Talk Time (AGENT): 103872 ms
Total Talk Time (CUSTOMER): 63433 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/e30844d7-68d4-4976-afc4-7405c61f7bae_20250317T16:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Yes this is [PII] at um.
[CUSTOMER][NEUTRAL] Clinton Dental Care I needed to get uh the eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, well, I can verify benefits and eligibility for you and I apologize, your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is um 062-3765.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], um and [PII].
[AGENT][POSITIVE] OK, thank you so much and this is for dental?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy, and are you needing general breakdown or I can send you a fax back?
[CUSTOMER][NEUTRAL] OK, general breakdown, yeah, for, um, and that's fine with the fax back.
[CUSTOMER][NEUTRAL] Let me get my fax number.
[AGENT][NEUTRAL] OK. What's your, OK, yes, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'll try to send that to you while I'm on the phone with you and you say general.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. She has a benefit max up to $1000 per calendar year, and she has a $50 deductible that is applied to everything but uh examined profi.
[AGENT][NEUTRAL] And the policy pays by their policy fee schedule that I'm going to send to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said her um has she used any of her benefits?
[AGENT][NEUTRAL] Uh, let me double check. Give me one moment, please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, no, ma'am, I don't sure she's used any benefits nor met her deductible for the year.
[CUSTOMER][NEUTRAL] for
[CUSTOMER][NEUTRAL] And you said um 1000?
[AGENT][NEUTRAL] She has a benefit max up to $1000.
[CUSTOMER][NEUTRAL] 2000? OK.
[AGENT][NEUTRAL] 1000, up to 1000. Yes, ma'am. No, you're fine.
[CUSTOMER][NEUTRAL] 0, 1000. OK, sorry.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today before I send this fax back to you?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK. Well, uh thank you for calling APL and you have a great rest of your day, Ms. [PII]. And do you spell it [PII]?
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] You too. Thank you.
[CUSTOMER][NEUTRAL] EE.
[AGENT][POSITIVE] EE. Oh, good thing I ask. Alright, thank you, ma'am.
[CUSTOMER][POSITIVE] Mhm it's a little different right thank you.
[AGENT][POSITIVE] It's different, but it's cool. Thank you so much.
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] Have a great day.