AccountId: 011433970860
ContactId: 09db5219-58c7-4102-b4a7-5cf520cafba1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210029 ms
Total Talk Time (AGENT): 116197 ms
Total Talk Time (CUSTOMER): 55188 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/09db5219-58c7-4102-b4a7-5cf520cafba1_20250408T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you doing today?
[AGENT][NEUTRAL] I'm good, [PII]. How about yourself?
[CUSTOMER][POSITIVE] I'm doing good and [PII], I was calling to see if I can get uh benefits for a patient of ours.
[AGENT][POSITIVE] Yeah, absolutely. Happy to check benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, they provided to us 02582910.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] All right. And then [PII], if I can get the uh patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you so much. So, patient is active. The effective date on this is gonna be [PII].
[AGENT][NEUTRAL] And then if you need us to we can also send a fax back with a breakdown of the benefits.
[CUSTOMER][NEUTRAL] Uh yes, please, if possible.
[AGENT][POSITIVE] Yeah, absolutely. What is a good fax number?
[CUSTOMER][NEUTRAL] It is going to be [PII].
[AGENT][NEUTRAL] And just to confirm, [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, so I'm sending that now. It should be there in about 5 minutes.
[CUSTOMER][NEUTRAL] OK, and then does that breakdown have everything like missing tooth cloth waiting period?
[AGENT][NEUTRAL] Mhm, yep, absolutely does where to send claims, all that information. The only thing that's not on there is group number and name if you need that.
[CUSTOMER][NEUTRAL] Uh yes, please if possible.
[AGENT][NEUTRAL] Yeah, uh, so the group number is 70073.
[AGENT][NEUTRAL] And the name of the group is for Stella Terra Services. Let me spell this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's V as in Victor, E as in Edward, R, S as in Sam, T as in Tom, E as in Edward, L as in Lincoln, A as in apple.
[AGENT][NEUTRAL] Space Terra, T E R R A services.
[CUSTOMER][POSITIVE] Service right.
[CUSTOMER][NEUTRAL] And then one more question. I know sometimes this isn't on fact facts um for oral surgery extractions, would it need to go through medical first or can it just come straight to dental?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me double check the member plan here. Give me just one second.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so patient house, it looks like um just a basic dental plan with us. I will advise the only extraction code I see listed is 7140, so they have preventative and basic coverage, pretty much that's it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but it does not have to, it can't come to us straight first. It doesn't have to go to major medical.
[CUSTOMER][POSITIVE] OK, all right then that's all the questions that I have for today. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][NEUTRAL] Bye-bye.