AccountId: 011433970860
ContactId: 02ef426d-ab95-4465-a4e7-5d04a5148cdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161410 ms
Total Talk Time (AGENT): 67273 ms
Total Talk Time (CUSTOMER): 60391 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/02ef426d-ab95-4465-a4e7-5d04a5148cdc_20250318T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] with Palmetto Family Dentistry, and I'm calling to verify insurance on a patient, please.
[AGENT][POSITIVE] OK, I'm happy to verify benefits today. Can I get their policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, it is 02603460.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. It looks like the effective date on the policy is [PII].
[CUSTOMER][NEUTRAL] OK, and how does how does it pay out of network?
[AGENT][NEUTRAL] Uh, so it looks like the plan pays by UCR.
[CUSTOMER][NEUTRAL] Do, can you, can you give me a breakdown?
[AGENT][POSITIVE] Yeah, and we can also send you a fax back if you would like that as well, showing the coverage if that would help.
[CUSTOMER][NEUTRAL] That would
[CUSTOMER][POSITIVE] That would be great.
[AGENT][POSITIVE] Absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Number is 864 yep.
[CUSTOMER][NEUTRAL] And before you.
[CUSTOMER][NEUTRAL] 964.
[CUSTOMER][NEUTRAL] 953 8.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you tell me how it pays on a limited exam and an X-ray?
[AGENT][NEUTRAL] All right, so it looks like all preventative exam like costs are covered at 100%, and then the plan just has a basic coverage at 80%.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, for extractions it's 80%.
[AGENT][NEGATIVE] Um, actually, this plan is just the preventative and basic, and basic doesn't cover any sort of extraction, I don't believe.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, if you could send me the fax that would be great.
[AGENT][POSITIVE] Absolutely that's on its way. It should be there in about 5 minutes. Anything else I can check on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a nice day.
[CUSTOMER][NEUTRAL] Uh huh you do too. bye bye.
[AGENT][NEUTRAL] Bye-bye.