AccountId: 011433970860
ContactId: e465fd79-a12d-4e8f-a822-33cc8cd30b94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181449 ms
Total Talk Time (AGENT): 90754 ms
Total Talk Time (CUSTOMER): 78486 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/e465fd79-a12d-4e8f-a822-33cc8cd30b94_20250509T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII], and I'm with Precise Family Dental, and I was calling to, um, verify, uh, benefits for a patient.
[AGENT][NEUTRAL] OK, I could check those benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. It is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02596743.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] His first name is [PII]. His last name is [PII], [PII]
[CUSTOMER][NEUTRAL] And his birth date is [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying all of that happened. Uh, so of course this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] That would be great, yes.
[AGENT][POSITIVE] Awesome. All right, what was that uh fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alright, I will go ahead and send that now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, uh, what's the maximum and the deductible on it just real quick.
[AGENT][NEUTRAL] Sure, OK, so yes, so the maximum, of course I will let you know verification of coverage is not a guarantee of payment for claims. Annual maximum for this number is $750 that is per calendar year. Uh, deductible is $50 per covered insured up to $150 per family, and that deductible does not apply to preventative expenses.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then, um, and it is for him and his child, correct? I have uh.
[AGENT][NEUTRAL] Um, I have 4 total members on under this policy. I've got him and 3 dependents.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have [PII] with an aunt.
[AGENT][NEUTRAL] [PII], and [PII].
[CUSTOMER][POSITIVE] OK, good deal, good deal.
[AGENT][NEUTRAL] Along with [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, good, thank you, mhm.
[AGENT][NEUTRAL] Alright, of course, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That should be it.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] I hope you do too thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.