AccountId: 011433970860
ContactId: 241bf924-fef4-4ef6-8d8c-a63f78121a82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397859 ms
Total Talk Time (AGENT): 87602 ms
Total Talk Time (CUSTOMER): 73283 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/241bf924-fef4-4ef6-8d8c-a63f78121a82_20250509T14:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. So, my name is [PII]. I am calling from Davis Dentistry. I need to verify insurance for a patient, please.
[AGENT][POSITIVE] OK, sure. I can assist you with eligibility and benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It's [PII], no extension.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It's 02597860.
[AGENT][NEUTRAL] Thank you. One moment, let me pull up this information.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you need this information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] A facts
[AGENT][NEUTRAL] OK. May I have the fax number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yes. 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 me Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Can you just confirm a couple of things for me? Um, does she have a waiting period?
[AGENT][NEUTRAL] No, this one doesn't have any major service, um, so endodontics, periodontics, protonic repair, or surgeries, crowns or bridges are not covered under this policy. This one is just a basic dental policy, so it will only cover preventative radiograph, FMX, basic expense, and basic restorative expense only.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, OK. And she does have a $500 annual max, correct?
[AGENT][NEUTRAL] Yes, that is correct. And this is not a guarantee of payment, just a verification of coverage. Yes.
[CUSTOMER][POSITIVE] OK, perfect. OK, perfect. Thank you so much for your help.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mrs. [PII]?
[CUSTOMER][NEUTRAL] Mm. You said Endo and Perio are under major, so they are not covered, right?
[AGENT][NEUTRAL] You're not covered. Correct, that is correct.
[CUSTOMER][POSITIVE] OK, perfect. Um, I think that is it. Thank you so much for your help.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.