AccountId: 011433970860
ContactId: f3c4f035-f3c0-4d33-aa98-6f4eae6fc609
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141520 ms
Total Talk Time (AGENT): 66650 ms
Total Talk Time (CUSTOMER): 57199 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/f3c4f035-f3c0-4d33-aa98-6f4eae6fc609_20250110T19:41_UTC.wav
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[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, um, this is [PII] at Solomon Family Dentistry. Um, I'm just calling to get eligibility and benefits on a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, I can fax you over the list of benefits in our fee schedule.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Let me first um get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And now let me get the policy number, please.
[CUSTOMER][NEUTRAL] 1083415
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And what's your fax number, please?
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's attention, [PII] um number [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. You should receive the faxed benefits in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] appointment
[CUSTOMER][NEUTRAL] No, ma'am, um, yes, what is the, um, deductible maximum for that?
[AGENT][NEUTRAL] OK, one moment, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. This is a calendar year plan. We cover up to 1500 per calendar year.
[CUSTOMER][NEUTRAL] we
[AGENT][NEUTRAL] And the deductible is $50.
[CUSTOMER][POSITIVE] Alright, OK, thank you. That is all I need help with today. Thank you.
[AGENT][POSITIVE] OK. Thank you for calling ATL. You have a great weekend. Mm bye.
[CUSTOMER][POSITIVE] You you too bye bye.
[AGENT][POSITIVE] Thank you.