AccountId: 011433970860
ContactId: ec5db8c4-32cd-4147-aa8c-65995e1e9e1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293850 ms
Total Talk Time (AGENT): 138040 ms
Total Talk Time (CUSTOMER): 76069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/ec5db8c4-32cd-4147-aa8c-65995e1e9e1c_20250509T15:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling about a patient's dental benefits.
[AGENT][NEUTRAL] OK, you're needing to get dental benefits on a member?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And for our dental policies, we have 5 facts of the benefits that I'll be happy to send to you.
[AGENT][NEUTRAL] So first off, who am I speaking with, ma'am?
[CUSTOMER][NEUTRAL] OK, the only part.
[CUSTOMER][NEUTRAL] The only part I was needing is um whether how much they had used.
[CUSTOMER][NEUTRAL] Will that show on the facts?
[AGENT][NEUTRAL] Uh, no, ma'am, if that's all you're needing, I can provide you that over the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So who am I speaking with? Uh-huh.
[CUSTOMER][NEUTRAL] And I'm also not a 1.
[CUSTOMER][NEUTRAL] [PII] I'm sorry, I keep talking over you.
[AGENT][NEUTRAL] That's OK. What were you going to say, [PII]?
[CUSTOMER][NEUTRAL] Um, I was, I'm also needing to make sure she even still has a policy. We haven't checked it since, uh, we haven't seen her since [PII].
[AGENT][POSITIVE] OK, sure. I can help you with eligibility as well. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 00603731
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and [PII], and I'm sorry, I called you [PII]. [PII], any information that I provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So I do show that Ms. [PII] is a subscriber on this policy, and yes, ma'am, it is still active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And just one moment and I can check to see if there have been any benefits used for this calendar year.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, so, yes, ma'am. You're welcome. So, as of now.
[AGENT][NEUTRAL] She has met her deductible and she has used $24 of her $1000 calendar year benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has there been any changes to the fee schedule?
[AGENT][NEUTRAL] No, ma'am. There has not. No, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Since then, OK.
[CUSTOMER][NEUTRAL] And the only other thing is she eligible for a PAO X-ray 0330.
[AGENT][NEUTRAL] I can check that, just a moment.
[AGENT][NEUTRAL] And you said it was 0330. Is that correct?
[CUSTOMER][NEUTRAL] Yes, I know sometimes 0210 gets counted for mouth X-ray or panel.
[AGENT][NEUTRAL] OK. The last time that she had a pano was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and can I get a reference number please?
[AGENT][NEUTRAL] Yes, and you're actually gonna use my name and today's date and then one last thing, [PII], if you all end up filing a claim with us for her, once the claim has been processed by us, we have a portal that you should be able to check claim status in for her and that portal website is located at [PII].
[CUSTOMER][NEUTRAL] But you can't get benefits there though, right?
[AGENT][NEUTRAL] You cannot. That is correct. That's just for claim status at this time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, just wanted to double check. All right, well I appreciate all your help today.
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Well, you are certainly very welcome. So if that is all that I can help you with, thank you again for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.