AccountId: 011433970860
ContactId: 32297a7c-79bf-4f4f-92fe-3096efac67c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342190 ms
Total Talk Time (AGENT): 119638 ms
Total Talk Time (CUSTOMER): 153293 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/32297a7c-79bf-4f4f-92fe-3096efac67c0_20250212T17:46_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] Hello, [PII]. This is [PII]. I just wanted to verify this patient's dental benefits.
[AGENT][NEUTRAL] OK, sure, I can assist you with dental benefits, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sir. Callback number I have here, it's [PII].
[AGENT][NEUTRAL] Mm, thank you. And may I have the name of the facility or the doctor, the dentist?
[AGENT][NEUTRAL] For my notation.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, facility name, it's um.
[CUSTOMER][NEUTRAL] Molo, Georgia Dentistry. Doctor's name, it's Doctor [PII].
[AGENT][NEUTRAL] OK, thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have here 179-7640.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth, uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you need the benefit information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Do you have like a specific questions or you want a full breakdown?
[CUSTOMER][NEUTRAL] Yeah. Oh, first, um, just to make sure I have here the correct effective date. I have here, uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh-huh, that is correct.
[CUSTOMER][NEUTRAL] OK. And for the group name, I also have here uh position Transport with a group number of 23611.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] 23611 is correct. Um, the name is Performance Trucking. Is that what you have?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't, I got the wrong one. What's the good name again?
[AGENT][NEUTRAL] The group name is Performance Trucking.
[CUSTOMER][NEUTRAL] Perform
[AGENT][NEUTRAL] Performance trucking. P E R F O R M A N C E.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. Performance tracking. OK. OK. And now, how about for the, uh, may I also know if this plan runs in the calendar year?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][NEUTRAL] OK. How about the maximum benefits and the deductible as well as it used amount?
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. Calendar year maximum is $1500 with the $50 deductible. And let me check and see how much they use.
[AGENT][NEUTRAL] As of today, for [PII], she has not used her benefits.
[CUSTOMER][NEUTRAL] OK, so 1500.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And nothing has been used, right, for the um the family deductible and individual deductible.
[AGENT][NEUTRAL] Mm, correct. Nothing has been used from the deductible.
[CUSTOMER][NEUTRAL] OK. How about for the orthodontics? Is there any coverage for or for this patient's plan?
[AGENT][NEGATIVE] No. No. It's not covered.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] So thank you so much. And I have here um for the coverage, I have your preventive 100%, basic 80%, and major 40%. Is this correct?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mm correct. The preventative is a 100% radiograph FMX is 80, basic expense and basic restorative expense is 80, and major is 40%.
[CUSTOMER][NEUTRAL] OK, got it. And how about for missing tooth cloth and waiting period? Is there any?
[AGENT][NEUTRAL] Um, there is a missing interest clause. There is a waiting period, but this one is out of the waiting period.
[CUSTOMER][NEUTRAL] OK. So there's no waiting period and there is a missing tooth cloth.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, got it. And let me just double check here if I have other concern regarding.
[CUSTOMER][POSITIVE] 15 thank you so much. 15.
[CUSTOMER][POSITIVE] OK, perfect. And as per checking here, so, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Yes, as for checking here, I'm all set for this patient plan. Thank you so much for your help. I highly appreciate it. And since I'm all set for these patients plan, may I also have your reference number?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's name if you will, Miss [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII], and have a great day.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] so thank you for calling APO. Have a good time, Miss [PII], and thank you for calling APO.