AccountId: 011433970860
ContactId: e8a304a0-152e-4c10-ac8b-7831df10d300
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200059 ms
Total Talk Time (AGENT): 67497 ms
Total Talk Time (CUSTOMER): 67221 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/e8a304a0-152e-4c10-ac8b-7831df10d300_20250212T13:52_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. I'm calling from provider's office. I was wondering if you could help me with some dental benefits.
[AGENT][NEUTRAL] OK, [PII]. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I'll bed. Go ahead and here it is 00604493.
[AGENT][NEUTRAL] Thank you, [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. I cannot pronounce that [PII] or something.
[AGENT][NEUTRAL] OK. And her date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, we are out of network and I just have a couple of codes I need to check and max and deductible.
[AGENT][POSITIVE] OK, I can help you with that. The effective date was.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment. They have a $1000 calendar year maximum, $50 deductible on everything except for exams and prophy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And have they met anything on that max and deductible?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has used $49.
[AGENT][NEUTRAL] And she still has $33 left to meet of the deductible.
[CUSTOMER][NEUTRAL] OK great now I've got two codes. Do you want them?
[CUSTOMER][NEUTRAL] All at one time or one at a time?
[AGENT][NEUTRAL] One at a time.
[CUSTOMER][NEUTRAL] OK, 7953.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It is not covered.
[CUSTOMER][NEUTRAL] OK, and then um 7210.
[AGENT][NEUTRAL] 7210 is covered. Let me see how much we pay on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $72.
[CUSTOMER][NEUTRAL] 72.
[CUSTOMER][NEUTRAL] Dollars
[CUSTOMER][POSITIVE] OK great and I think that's all I needed and if I could get a reference number I'm I'm good.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'll sure do it and I thank you. I hope you have a good day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Bye bye.