AccountId: 011433970860
ContactId: 1ede7e43-bdbf-42d6-8a6a-40ab30c44b7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283299 ms
Total Talk Time (AGENT): 72660 ms
Total Talk Time (CUSTOMER): 105307 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/1ede7e43-bdbf-42d6-8a6a-40ab30c44b7c_20250130T14:42_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] yeah I'm calling from a dental provider's office. I'm trying to verify dental benefits.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number 01691413.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Oh, sorry, [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I'm making sure it's an active dental plan and if we're in network with it we're not familiar with this one.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] This policy does not have a network.
[AGENT][NEUTRAL] And the effective date was [PII].
[AGENT][NEUTRAL] And the policy is active.
[CUSTOMER][NEUTRAL] OK OK
[CUSTOMER][NEUTRAL] There's like there's certain feast that we go by or?
[AGENT][NEUTRAL] You would just charge your regular fees and we pay by usual and customary rate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um say like a max or deductible on the plan.
[AGENT][NEUTRAL] Yes, ma'am. Would you like me to fax you the benefits?
[CUSTOMER][POSITIVE] If you can that'll that'll be fine.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you.
[CUSTOMER][NEUTRAL] And just while I have you on the phone if I can ask just a couple questions on the plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, well, I'm assuming the deductibles and the percentages for, uh, preventive basic major will be on there.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] And just making sure it is my percentages.
[AGENT][POSITIVE] It is 5 percentages, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Does the insurance pay on sea day prep or sea?
[AGENT][NEUTRAL] Either
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does he have any history of?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[AGENT][NEUTRAL] He doesn't have any history that would affect the.
[AGENT][NEUTRAL] Frequencies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can I get the.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The car or the payer ID.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 80 and the name of the dental insurance is just American Public Life.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I think that's all I need.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yeah, I'll just wait on the back back.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] You had to get the other details. OK, uh, just the reference number.
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, what was your name again? I'm sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alright, I appreciate your help thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you.