AccountId: 011433970860
ContactId: 30bf6dab-de19-460e-821d-66be74e4bc2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234050 ms
Total Talk Time (AGENT): 96808 ms
Total Talk Time (CUSTOMER): 89286 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/30bf6dab-de19-460e-821d-66be74e4bc2e_20250606T16:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] and I'm calling from Jefferson Dental to verify the eligibility and benefits for a patient. Can you please help me with that?
[AGENT][NEUTRAL] OK, I can verify eligibility and benefits for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number would be.
[CUSTOMER][NEUTRAL] 02621987.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, the callback number would be [PII] and there will be no extension.
[AGENT][NEUTRAL] OK, and patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient name would be [PII] and the date of birth would be [PII]. I'm sorry, it's [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII] of this year. He is active on the policy and you just need a general breakdown of benefits or I can send you a fax back.
[CUSTOMER][NEUTRAL] Yeah, I just need uh general benefits of this patient. I have specific questions to verify. Can you please help me with those questions for me, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what specific questions do you have?
[CUSTOMER][NEUTRAL] So, yeah, first of all.
[CUSTOMER][NEUTRAL] Yeah, first of all, may I know the deductibles amount and the maximum please.
[AGENT][NEUTRAL] Um, not a guarantee of payment, just a verification coverage. The patient has a benefit max of $500 per calendar year, and they have a $50 deductible that applies to everything but, um, preventative.
[CUSTOMER][NEUTRAL] Mhm. And there's no family deductible, right?
[AGENT][NEUTRAL] No, it's just an individual policy.
[CUSTOMER][NEUTRAL] OK. And the co-insurance percentages for preventive basic and major would be?
[AGENT][NEUTRAL] Well, major services are not covered. Preventative pays 100% of UCR. Basic, basic restorative FMX panoramic pays at 80%.
[CUSTOMER][NEUTRAL] Mhm and the group number and the group name would be?
[AGENT][NEUTRAL] One moment. Group number 70101.
[AGENT][NEUTRAL] Group name is Superior Skilled trades.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Are you, and yeah, you're able to send me the fax of this number, right?
[AGENT][NEUTRAL] Yes, I can send you a fax back. What's a fax number.
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] And yeah, is there any history for the patient?
[AGENT][NEUTRAL] No, there's no history.
[CUSTOMER][NEUTRAL] Mhm. You said uh the group name is Tesla commissioner, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The group name you said is Tesla, right?
[AGENT][NEUTRAL] No, I said the group name is Superior Skilled trades.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so you said no history on phone. Yeah, that's all the information you need. Can you please tell me the call reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Can you please spell out your name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Mhm thank you so much for assisting me. Have a great day. Bye bye for now.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Yeah. Bye-bye.