AccountId: 011433970860
ContactId: 0198ab3c-08e9-4765-b1f5-3d695e725224
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308899 ms
Total Talk Time (AGENT): 130426 ms
Total Talk Time (CUSTOMER): 85659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0198ab3c-08e9-4765-b1f5-3d695e725224_20250204T14:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Dragon Dentistry. I was calling regarding a patient's dental plan.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the member's dental benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 616-675.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active, it's been effective since [PII]. And um did you have like questions about the fax back or?
[CUSTOMER][NEUTRAL] Um, mainly the coverage is the maximum still $1000?
[AGENT][NEUTRAL] Hold on one second, let me pull up the facts back. Hold on one moment.
[AGENT][NEUTRAL] And this is Plan A.
[AGENT][NEUTRAL] OK, so yes, the calendar year max is $1000 per covered insured and the deductible is $50 per insured up to $150 per family.
[CUSTOMER][NEUTRAL] OK, and, um, about history, has anything been used this year?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] 61666.
[AGENT][NEUTRAL] Um, so, so far for this year, no, he has not used any of the benefits or met the deductible.
[CUSTOMER][NEUTRAL] OK and then um.
[CUSTOMER][NEUTRAL] Any history of.
[CUSTOMER][NEUTRAL] FMX or Pano.
[AGENT][NEUTRAL] OK, um, do you have codes? I'm gonna have to go through the claims to see if, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 0210 and 0330.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Last day of service for 00210 is [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] 0 3:30.
[AGENT][NEUTRAL] 00330 is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], that's for the 0330?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright and then um.
[CUSTOMER][NEUTRAL] Fight wings we have 81 of 24 is that the last one you have the 0274?
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] [PII], yes, of 24.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And um are we still.
[CUSTOMER][NEUTRAL] Charging our usual and customary rates.
[CUSTOMER][NEUTRAL] That the fees were used.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] Um, for this one, for their policy with us, it's just a benefit amount. So depending on what the code is, there is a price that would pay for that code.
[CUSTOMER][NEUTRAL] On our, on like our fees.
[AGENT][NEUTRAL] On your fees, yes.
[CUSTOMER][NEUTRAL] OK, OK, is there a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. So again, that's [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] They have the same name spell the same.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright, and then so for the to get a new fax back, do I need to go through the automated system?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Again.
[AGENT][POSITIVE] Oh no, I can fax it to you. What's a good fax number for you?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] And just put attention, [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and 985626-9946?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][POSITIVE] All right, so I'm faxing that over to you now, so you should be receiving that shortly. If you don't receive it by the end of, we usually say an hour at the most, but if you don't receive it by the end of the day, just give us a call back and we'll be more than happy to send it to you again.
[CUSTOMER][POSITIVE] OK, thank you very much have a great day.
[AGENT][NEUTRAL] You're welcome. And again, all the information for this call was a verification of benefits, not a guarantee of payment. Was there anything else I can help with, [PII]?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.