AccountId: 011433970860
ContactId: 1cd317df-4c72-4fa4-9f30-bd9912fae81d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185350 ms
Total Talk Time (AGENT): 79634 ms
Total Talk Time (CUSTOMER): 77797 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/1cd317df-4c72-4fa4-9f30-bd9912fae81d_20250611T13:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Simply Smile Northeast office. I was trying to get a fax back on a patient, um, dental benefits, but I first needed to know if you guys pay out of network services.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, well, we don't have a network, so we do take assignment to pay out of network. So, what is that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the ID number is 026249997.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Give me one quick moment, please.
[AGENT][NEUTRAL] And do you have a, I'm sorry, uh, verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK, the child's name is spelled [PII] and the date of birth here is.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, I'm sure her effective date is [PII]. She is active. And what is your fax number, please?
[CUSTOMER][NEUTRAL] Um, [PII] excuse me, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And that was, um,
[CUSTOMER][NEUTRAL] And I'm sorry, on the fax with it, go ahead.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Uh, fax number [PII].
[CUSTOMER][NEUTRAL] I was just gonna ask on that.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you was gonna ask
[CUSTOMER][NEUTRAL] And on that fax would it show your um your address?
[AGENT][NEUTRAL] Yes, it will show the address, pay ID, and fax number to submit claims.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, with the the deductible and max also?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, not right now, but can you give me that over the phone also? because that's because the patient's here now, um, how much is their deductible and max?
[AGENT][NEUTRAL] OK, not a guarantee of payment, just a verification of coverage. Patient has a benefit max up to $500 per calendar year, and a $50 deductible that applies to everything but preventative services.
[CUSTOMER][NEUTRAL] OK, and for um last question for your preventative, basic and major services, how much are those percentages?
[AGENT][NEUTRAL] Uh, major services are not covered, but for preventive it's 100% of VCR. Basic, basic restorative FMX panoramic pays at 80%.
[CUSTOMER][POSITIVE] 80. OK, thank you so much you have a good day.
[AGENT][POSITIVE] You too, thank you for calling APM Miss [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.