AccountId: 011433970860
ContactId: 2efa066b-9836-417a-8591-4b7719d655ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213419 ms
Total Talk Time (AGENT): 89785 ms
Total Talk Time (CUSTOMER): 88614 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/2efa066b-9836-417a-8591-4b7719d655ed_20241230T18:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Ezra dental. My name is [PII]. Can I get information regarding a patient's benefits?
[AGENT][NEUTRAL] OK, uh, you need, you said this is for a dental policy that you're needing benefit of your information, is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. On our dental policies, we have fax backs of the member's benefits for their plan that I'll be happy to send to you, and anything not on the fax that would not be covered.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] You're speaking with [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Um, it's going to be for.
[AGENT][NEUTRAL] The policy number? Uh-huh.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Mhm, just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's going to be 0257.
[CUSTOMER][NEUTRAL] 3602.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] It's going to be for [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I do show that she is a dependent on this dental plan and this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] OK, [PII] perfect and.
[AGENT][NEGATIVE] Mhm, and there is no history on file for her.
[CUSTOMER][POSITIVE] OK perfect alright and regarding this in this in.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] No, ma'am, go ahead.
[CUSTOMER][NEUTRAL] OK, so just I did receive the fax. So I just have, just wanted to make sure this plan only has 5 $500 yearly max, $50 deductible, preventative and diagnostic basic is 100% and 80%, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] All right, so there is no major coverage under this plan.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, no waiting periods, no missing tooth clots?
[AGENT][NEUTRAL] That is correct. It says if you look under common exclusions on page one, this policy, it states about the missing tooth, it does have a missing tooth clause.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I see, perfect. OK, um, it says this is a PPO, there's no dental site required, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, just a moment. Deductible only applies to basic coverage?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Alright, I just wanted to just double check. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] Oh, sure. You're welcome. Yes, ma'am. And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Um, no, that, that will be all. That will be it. Thank you so much. I appreciate you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Welcome and thank you for calling APL and one last thing before.