AccountId: 011433970860
ContactId: 157e7fce-4df9-4ed0-a596-a7cbdaea13ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275679 ms
Total Talk Time (AGENT): 110721 ms
Total Talk Time (CUSTOMER): 82324 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/157e7fce-4df9-4ed0-a596-a7cbdaea13ea_20250327T19:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Sorry, what's your name one more time?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII], that's [PII].
[CUSTOMER][NEUTRAL] OK, so just trying to get some benefit information for a patient, please.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Miss. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] OK, and may I have the name of the facility you're calling from for my notation.
[CUSTOMER][NEUTRAL] Yeah, I'm calling from Grands Perry Family Dentistry.
[AGENT][NEUTRAL] OK, thank you. And do you have the patient's policy number, Miss?
[CUSTOMER][NEUTRAL] I need to let me just pull it up again.
[CUSTOMER][NEUTRAL] So the ID number is 021.
[CUSTOMER][NEUTRAL] 26319.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's for [PII] to go in the 2nd.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] And you say you need benefits, um, you need this information given to you verbally or faxed over to you, with you.
[CUSTOMER][NEUTRAL] Oh, just verb, we just have a few specific questions then anyway. First, I just wanted to confirm if we are in or out of network.
[AGENT][NEGATIVE] Oh, there's no network with this one.
[CUSTOMER][NEGATIVE] No networks.
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Great. What is your Per ID, please?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] Thank you. Do you have a group name and a group number?
[AGENT][NEUTRAL] Mhm, yes, let me get that for you one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, the group number is
[AGENT][NEUTRAL] 20,390. Again, that's 20,390, and the group name is Universal Trucking Boydros.
[CUSTOMER][NEUTRAL] Sorry, that's universal Trucking. Boyd is in B O Y D.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, BOYD Bronx, which is B R O S.
[CUSTOMER][NEUTRAL] All right, and when was the effective date?
[AGENT][POSITIVE] All right, effective today. Let me get that.
[AGENT][NEUTRAL] OK. [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] Thank you. Could you also provide me with the yearly maximum deductible, including Ortho and if there's anything been used?
[AGENT][NEUTRAL] OK. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer, um, or it's not covered. Calendar year maximum is $1500 with the $50 deductible, $150 if it's a family plan.
[CUSTOMER][POSITIVE] Thank you. Is there anything been used from it so far?
[AGENT][NEUTRAL] I can check and see for this number. One moment.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So it looks like he has not used his benefit or met his deductible as of today.
[CUSTOMER][POSITIVE] All right, perfect. So, yeah, that's about everything for today. So, just a reference number and we're good to go.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in the estate if you will.
[CUSTOMER][POSITIVE] All right, no problem. Well, thank you so much again for your help today. Have a great rest of the day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK.