AccountId: 011433970860
ContactId: 1daa1229-22de-4bc1-a25e-7d176dece2c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286309 ms
Total Talk Time (AGENT): 121956 ms
Total Talk Time (CUSTOMER): 71209 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/1daa1229-22de-4bc1-a25e-7d176dece2c1_20250506T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How about dentistry.
[CUSTOMER][NEUTRAL] Hey, I, I need to uh verify patients benefits, please.
[AGENT][POSITIVE] Yeah, I can check the benefits for you. um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] The policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 206-071-770.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], uh, date of birth [PII].
[AGENT][NEUTRAL] So sorry, [PII], I think I might have misheard that policy number. Could you repeat that?
[CUSTOMER][NEUTRAL] Uh-huh, uh, the number I have is 206-071-70.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so the policy number at the beginning the 0 and the 2 are switched so it's 02607170.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and I appreciate you verifying that. Um, so this policy is active. Effective date was [PII], and if you would like, I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Of course, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alrighty, I will go ahead and send that now. I should get it within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, can I get just uh a couple of pieces of information please until that comes in because sometimes it takes a while. Uh, is there a yearly max with this plan?
[AGENT][POSITIVE] Of course, of course, absolutely.
[AGENT][NEUTRAL] Yes, uh, and of course I will let you know verification of coverage is not a guarantee of payment for claims. Uh, yearly maximum per member is $1500 per calendar year, and there is a $50 deductible that does not apply to preventative expenses.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and uh what is your fee the name of the the fee schedule?
[AGENT][NEUTRAL] So this policy doesn't operate on or not affiliated with any sort of network, uh, it pays a percentage based off of UCR.
[CUSTOMER][NEUTRAL] UCR OK got you and uh can I see if a couple of uh codes are covered under this plan?
[AGENT][POSITIVE] Yes, if you would bear with me just a moment, my system is running just a little bit slow. I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. No, you're fine, it's OK.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Bear with me just a moment. It is really thinking about it. I think we're just about there. I'm so sorry.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] [PII], I'm so sorry. Do you mind if I give you a call right back? Um, I might have to reboot my system.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I appreciate it. Let me verify that callback number, um, that was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, uh huh.
[AGENT][POSITIVE] OK, I sure appreciate it. Give me just a moment.
[AGENT][POSITIVE] I'll I'll give you a call back as soon as I got it up.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, that's fine, thank you.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.