AccountId: 011433970860
ContactId: 05ac4690-977d-4da0-9c91-3bb5f7c453dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194759 ms
Total Talk Time (AGENT): 126935 ms
Total Talk Time (CUSTOMER): 52198 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/05ac4690-977d-4da0-9c91-3bb5f7c453dc_20250203T13:27_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, this is [PII] at Aspen Dental, and I was just trying to get my patients dental dental benefits and see if we were in network with y'all.
[AGENT][NEUTRAL] OK, I can certainly look at benefits, um, Morgan, what is that policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be.
[CUSTOMER][NEUTRAL] 02566080
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's going to be [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]. OK, I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] and then option number 2.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is uh current. Now, uh, these policies have uh $500 per calendar year as the maximum. Um, that's just the verification benefits, not a guarantee of payment.
[AGENT][NEUTRAL] Uh, it covers basic, basic restorative, and eventually it will, uh, cover, um, major services. There is a 12 month waiting period for that.
[AGENT][NEUTRAL] Um, I do have a fax back that I can send to you if you are interested, uh, or is there anything in particular I can tell you about the policy?
[CUSTOMER][NEUTRAL] Um, let me just see, is there a deductible on it?
[AGENT][NEGATIVE] Because there is no network.
[AGENT][NEUTRAL] Yeah, there is a $50 deductible that does not apply to preventative services. Um, what we do is we pay a percentage of the UCR. There, there is no, uh, um, there is no network, uh, so, uh, [PII] would, you know, we, we get, uh,
[AGENT][NEUTRAL] We get claims from them all the time and the fact that I have for you is if you want it um also shows where to to submit your claim.
[CUSTOMER][NEUTRAL] OK, yeah, if you want to, can you send me that?
[AGENT][NEUTRAL] Yeah, please. What is your fax number?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Now, it doesn't look like [PII] has checked here again. I'm not sure that he's using any of his benefits, so.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so he hasn't used any of his benefits yet. It looks like that's all available. Um, uh, as I mentioned before, there, there is a $50 deductible that does not apply to preventative services because we don't have any history for Mr. [PII], um, all the, uh, the preventative, uh, services will be available, such as the cleaning, the FMX, um, the panel, that sort of thing.
[CUSTOMER][NEUTRAL] And he said he will have major services in 12 months.
[AGENT][NEUTRAL] That's correct, yes. There, and you'll notice that on the uh on the fax that we send you, um, it will show that all the like endopperio, that sort of thing. There is a 12 month waiting period for that, um, but everything else is available.
[CUSTOMER][NEUTRAL] OK, um, and then I don't know if it'll show on there, but can you just tell me if there's any implant coverage or?
[AGENT][NEGATIVE] There is not.
[CUSTOMER][POSITIVE] OK, perfect. Alright, um, if you could just send me that fax I would appreciate it.
[AGENT][POSITIVE] OK, I'll have this for you in just a moment. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, thanks for contacting ATL. You have a very good.