AccountId: 011433970860
ContactId: fae66fc2-69ac-4262-b9ea-68aeaa29ef08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302290 ms
Total Talk Time (AGENT): 98596 ms
Total Talk Time (CUSTOMER): 105258 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/fae66fc2-69ac-4262-b9ea-68aeaa29ef08_20250326T15:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Jefferson Dental. How are you doing today?
[AGENT][POSITIVE] I'm great, [PII]. Thanks for asking. How are you?
[CUSTOMER][POSITIVE] Yeah, I'm doing good. I'm calling for dental eligibility and benefits. Could you please help me with that?
[AGENT][NEUTRAL] Sure, [PII], I could assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, uh, and the callback number it's [PII], uh, no actions and it's a direct line.
[CUSTOMER][NEUTRAL] And the policy ID it's 02606406.
[AGENT][NEUTRAL] Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Like, could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's name, it's uh [PII] and uh [PII] and the date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify benefits eligibility. This member's policy has been active, [PII], since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so it's [PII], right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Yeah, calling for dental bene yeah, calling for dental benefits, ma'am.
[AGENT][NEUTRAL] This member has a maximum benefit amount of $500 per calendar year.
[AGENT][NEUTRAL] With a $50 deductible up to $150 per family, that does not apply to preventative services. This is not a guarantee of benefits, just a disclaimer on the policy's coverage.
[CUSTOMER][NEUTRAL] Oh, sorry, yeah.
[CUSTOMER][NEUTRAL] Yeah, once again, so, uh, could you repeat the annual max once again?
[AGENT][NEUTRAL] $500 per calendar year.
[CUSTOMER][NEUTRAL] OK, and the deductibles?
[AGENT][NEUTRAL] $50 per insured up to $150 per family, and deductible does not apply to us preventative services, [PII].
[CUSTOMER][NEUTRAL] OK, and can I get the preventive basic and major coincidence?
[AGENT][NEUTRAL] Preventative is covered at 100, basic is covered at 80. My major, endoeroprosthesis, or surgery, crowns, bridges, ortho, partial, dentures.
[AGENT][NEGATIVE] None of that is covered under the policy.
[CUSTOMER][NEUTRAL] OK, just one second.
[CUSTOMER][NEUTRAL] Oh, yeah. Could you be able to provide me the benefits in the facts?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, OK. Uh, can I get that?
[AGENT][NEUTRAL] Give me one moment, please.
[CUSTOMER][NEUTRAL] Yeah, sure. In that everything will be available with every procedure code, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh for this patient is a dependent or the subscriber?
[AGENT][NEUTRAL] The dependent. What is your fax number, [PII]?
[CUSTOMER][NEUTRAL] Yes, uh, it's [PII].
[AGENT][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, it's right. So as I said, it's a dependent also subscriber name. It's [PII] and the date of birth [PII]. Is it right?
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] What was her date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Would be able to uh provide me the facts for me?
[AGENT][POSITIVE] Yeah, I'm sending it over for you now. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Send me the benefits.
[CUSTOMER][NEUTRAL] Uh, yeah, is there any missing two class for this?
[AGENT][NEGATIVE] There is a missing two class.
[CUSTOMER][NEUTRAL] OK, yeah, one minute.
[CUSTOMER][NEGATIVE] And uh fillings are downgraded.
[AGENT][POSITIVE] No downgrades.
[CUSTOMER][NEUTRAL] Uh, and plan starts from January, right?
[AGENT][NEUTRAL] For this plan, it starts from January to December, but they, their policy became effective [PII].
[CUSTOMER][NEUTRAL] OK. And is there any auto coverage for this plan?
[AGENT][NEUTRAL] No.
[CUSTOMER][MIXED] No or the coverage, OK. So only prevent to and base.
[AGENT][POSITIVE] Yes, that is correct, [PII].
[CUSTOMER][NEUTRAL] The fax, right?
[AGENT][POSITIVE] I've sent it over for you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah, that's it, ma'am. I'm done with this.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] Yeah, you too, bye.