AccountId: 011433970860
ContactId: 0997d3c0-549c-4ee6-a75b-b68b6ccfacaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236089 ms
Total Talk Time (AGENT): 111771 ms
Total Talk Time (CUSTOMER): 56475 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/0997d3c0-549c-4ee6-a75b-b68b6ccfacaf_20250203T13:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was just calling to find out some information on a patient's policy.
[AGENT][NEUTRAL] OK. I can't hear you at all.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] Barely are you, do you have me on speaker?
[CUSTOMER][NEUTRAL] No, not on speaker, just on a regular phone.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling on behalf of?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A patient?
[AGENT][NEUTRAL] OK, but what provider's office?
[CUSTOMER][POSITIVE] It's [PII] the smiles.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and how can I help you?
[CUSTOMER][NEUTRAL] Just going to find out information on a patient's policy.
[AGENT][NEUTRAL] OK, so you need eligibility and benefits?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, and this service is in a doctor's office?
[CUSTOMER][NEUTRAL] A dental office, yes.
[AGENT][NEUTRAL] A dental office. OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Um, it is 025.
[CUSTOMER][NEUTRAL] 87,330
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And would you like to schedule a benefits faxed to you?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK thanks.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it is [PII] and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so this policy became effective [PII].
[AGENT][NEUTRAL] Policy is active at this time?
[AGENT][NEUTRAL] Um, I'm showing that the calendar year maximum is $500 per person. This appears to be an individual policy, and the calendar year deductible is $50.
[AGENT][NEUTRAL] Per person?
[AGENT][NEUTRAL] Um, the schedule of benefits will include the um frequencies, common limitations, exclusions, um, it'll list each procedure code that's covered by the policy. Uh, this plan does not cover major, it covers preventive and basic only, um, it'll provide our, uh, payer ID number, claims mailing address and fax number as well.
[AGENT][NEUTRAL] It's gonna be about
[CUSTOMER][NEUTRAL] OK, and then also are.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Sorry, are we in network with the policy?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So the PPO network is [PII]. Are you familiar with that network of contractor providers?
[CUSTOMER][NEUTRAL] Yeah, we are.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you should receive the schedule within the next 5 to 7 minutes and did you have any other questions? I can't check the history for you though. Let me see if they have any claims on file.
[CUSTOMER][NEUTRAL] No, that's it.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] All right, I do not show any uh claims on file for this patient and the schedule has been faxed over already so you should be receiving it um shortly. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling ATL have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Uh bye-bye.