AccountId: 011433970860
ContactId: 0aea6e23-e360-43bc-98b0-7b04c5ee6f18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 692960 ms
Total Talk Time (AGENT): 130140 ms
Total Talk Time (CUSTOMER): 195506 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/0aea6e23-e360-43bc-98b0-7b04c5ee6f18_20250401T21:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII] calling for dental eligibility and benefits. Can you help me out with this?
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and benefits, Mr. [PII]. May I have a callback number just in case we get disconnected and the name of the facility or the doctor you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] Come on, the callback number will be [PII]. There is no extension on this number and then for.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me go back. The provider name, it's going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the office name for the [PII] would be?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Arvada Smiles Dentistry.
[AGENT][NEUTRAL] OK, thank you. And what's the patient's policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] So 500 and then 2576602.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] DT
[CUSTOMER][NEUTRAL] And the date of birth will be [PII].
[AGENT][NEUTRAL] All right, thank you. All right, so you need an eligibility and we have an effective date of [PII]. It is active at the moment and this is one of our basic dental policy. Um, and for benefits, this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer, and you need a breakdown of benefits given to you verbally or faxed over to you.
[CUSTOMER][NEUTRAL] Let's go with the fax back if I can get that.
[AGENT][NEUTRAL] OK. All right. And may I have the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, let me go ahead and send it out while I got you on the line. Do you mind holding for me while I send it?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Not at all.
[AGENT][NEUTRAL] OK. And it's gonna go to your attention, Ms. [PII]?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah, will do. You are on hold.
[AGENT][NEUTRAL] OK. OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. OK, I went ahead and send that over. It should take a few minutes to get there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, mind if I go with some specific questions then?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so starting with the, this one is this is a calendar year planned, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] OK. What about COB on this coordination of benefit?
[AGENT][NEUTRAL] We don't coordinate.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Missing two calls, will that apply?
[AGENT][NEUTRAL] Not on this one, it's just basic.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] This, uh, fillings and rows to the downgrade on this.
[AGENT][NEUTRAL] We don't downgrade.
[CUSTOMER][NEUTRAL] And the crowns are paid on pre date or seated?
[AGENT][NEUTRAL] 88.
[CUSTOMER][NEUTRAL] SRP all 4 quotes will be allowed to perform, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. What was the effective date which you mentioned?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the group code on this one will be?
[AGENT][NEUTRAL] Um, the group number, um, bear with me.
[CUSTOMER][POSITIVE] Yeah, good number.
[AGENT][NEUTRAL] 70073.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 70073. All right. It's uh what's the group name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me get that for you.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] So that will be
[AGENT][NEUTRAL] This versevila.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Aterra services.
[CUSTOMER][NEUTRAL] on file.
[CUSTOMER][NEUTRAL] I am sorry, that's a group name?
[AGENT][NEUTRAL] Yeah, that's the group name. The group name is First Stella Aerra Services.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Versela Aerra Services.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Is there a used amount out of the annual max which they have?
[CUSTOMER][POSITIVE] And yes correct
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] on to go.
[CUSTOMER][NEUTRAL] you have a code 0.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] One.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, nothing has been used or missed.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So no history on file or?
[AGENT][NEUTRAL] Um, I can check for this year.
[CUSTOMER][NEUTRAL] Yeah for.
[AGENT][NEGATIVE] No, no history on file.
[CUSTOMER][NEUTRAL] OK. Uh, can you repeat your name for me?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. So if that's the case, then this will be all for now. I really appreciate your help. You have a wonderful day ahead and stay safe, always.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Have a good afternoon, Mr. [PII].
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] Likewise. Bye-bye.