AccountId: 011433970860
ContactId: 0a74ddcd-8708-4c32-a81d-6a31d581022d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181759 ms
Total Talk Time (AGENT): 77369 ms
Total Talk Time (CUSTOMER): 110168 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/0a74ddcd-8708-4c32-a81d-6a31d581022d_20250227T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling AT
[CUSTOMER][NEUTRAL] Hi, I was wanting, I'm calling from a dental office. I was wanting to check. I have a patient here. I was just wanting to see if they had out of network coverage.
[AGENT][NEUTRAL] Sure we can take a look at that coverage um what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] Sure we can take a look at that. [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] No, can I get a good callback number from you first in case we're disconnected?
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Thank you, do you have that policy number
[CUSTOMER][NEUTRAL] Yes, it is let's see 02566074.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] OK, and then what was the name and date of birth?
[CUSTOMER][NEUTRAL] For the insured it is [PII] and then give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know it's [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that one. so the policy is active. Effective date was [PII]. Uh, for this particular policy, it does not participate in a set network it just pays a percentage based off of UCR.
[CUSTOMER][POSITIVE] Perfect, thank you for verifying that.
[CUSTOMER][NEUTRAL] If I said that it was January.
[CUSTOMER][NEUTRAL] Particular
[CUSTOMER][NEUTRAL] To NHS network it just pays the percentage based off of you.
[CUSTOMER][POSITIVE] OK, alright, perfect if you could tell me, let me make sure.
[AGENT][NEUTRAL] If you'd like I can send you that fax back.
[CUSTOMER][POSITIVE] Yes, that'd be great.
[AGENT][NEUTRAL] OK, uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I would just put this to your attention.
[CUSTOMER][NEUTRAL] What was it?
[AGENT][NEUTRAL] Um, would I just put this fax to your attention, [PII]?
[CUSTOMER][NEUTRAL] Your attention
[CUSTOMER][NEUTRAL] OK uh huh.
[AGENT][NEUTRAL] OK alrighty was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, was there anything else I can help you.
[CUSTOMER][NEUTRAL] Let me make sure I have the, so that was the member ID and then let me make sure I have the correct address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK, and then what is the maximum for this policy?
[AGENT][NEUTRAL] Yes, uh, this maximum is 1,500 $500 per calendar year. Uh, they do have a $50 deductible, uh, that does not apply to preventative services. Um, if you'd like, I can check to see if any of that has been used.
[CUSTOMER][POSITIVE] Hi [PII]. Uh, yes please that'd be great.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, none has been used before this year. OK and then are you able to tell me the percentages of coverage for preventive, basic and major?
[AGENT][NEUTRAL] Mhm, of course, so, uh, preventative is at 100%, basic and, uh, radiographs are 80% and all major expenses are going to be at 40%.
[CUSTOMER][NEUTRAL] preventative
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And all major expenses are going to be at 40.
[CUSTOMER][NEUTRAL] 40
[CUSTOMER][NEUTRAL] All right, let me see I think that's everything.
[CUSTOMER][POSITIVE] Alright, that's all I need then thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.