AccountId: 011433970860
ContactId: 28c823f7-2e0e-4dbc-b410-f67b76611007
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274019 ms
Total Talk Time (AGENT): 105039 ms
Total Talk Time (CUSTOMER): 119095 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/28c823f7-2e0e-4dbc-b410-f67b76611007_20250519T13:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Good. I just, I wasn't expecting a beep and I was like, oh my [PII].
[CUSTOMER][NEUTRAL] That's different. My name is [PII]. I'm calling for Dental Love. I just need to get us some insurance, uh, verification and breakdown for a patient for upcoming appointment.
[AGENT][POSITIVE] OK. Happy to check on benefits. What's the policy number? Do we have that, [PII]?
[CUSTOMER][NEUTRAL] Um, I have I ID number 02478105 and let me know if that doesn't work then I, I can try to find a different uh.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Waiter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did we pull up somebody?
[AGENT][NEUTRAL] Yeah, and let's see, what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, 1, and the date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you so much. So, patient is active. It looks like their effective date is gonna be [PII].
[AGENT][POSITIVE] And we can send a fax back with a breakdown of benefits and also verbally, of course, give you whatever you may need.
[CUSTOMER][NEUTRAL] Um, that would be great. Does the fact down benefits have preventative basic, um, imperial major on it, or?
[AGENT][NEUTRAL] Mhm, yep, it lists down the coverage as far as percentage frequencies, waiting periods.
[AGENT][NEUTRAL] Pretty much everything except for what they've used for the year which I can give you.
[CUSTOMER][NEUTRAL] OK, that I will take that.
[AGENT][NEUTRAL] OK, so the patient's plan has a calendar year maximum. It looks like a $1500 and then they have a calendar year deductible of $50.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does that apply to.
[CUSTOMER][NEUTRAL] Uh, what's the, the deductible apply to? I'm sorry, ma'am.
[AGENT][NEUTRAL] That's OK. Uh, deductible applies to everything except for preventative.
[CUSTOMER][NEUTRAL] OK, so we're gonna covered at 100% and then, um, can I have a I have a question. What is the group number and a payer tax ID number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So the group number is going to be 160.
[AGENT][NEUTRAL] 68.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Our payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I see it. I, I'll be making sure patient got it, um.
[CUSTOMER][NEUTRAL] And then oh your claims address and then I'll be in network.
[AGENT][NEUTRAL] So the claims mailing address is going to be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] 0, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Oh, [PII]. I'm from near there. I'm from [PII].
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on and then zip code?
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright and then um.
[CUSTOMER][NEUTRAL] I could take that fax back now because I just wanna make sure just in case I didn't have anything else on there um.
[AGENT][POSITIVE] Yeah, absolutely. What's the fax number?
[CUSTOMER][NEUTRAL] 910,500.
[CUSTOMER][NEUTRAL] 6661.
[AGENT][NEUTRAL] Alright. 910-5006661.
[CUSTOMER][NEUTRAL] Yes, and then I didn't, I don't know if we if I verified it for in network.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] So it looks like patient plan doesn't require any sort of network for usage it just pays by UCR.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And fax back is on its way to you. You should have it in about 5 minutes, OK?
[CUSTOMER][POSITIVE] OK thank you Ms. [PII].
[AGENT][POSITIVE] You're welcome have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.