AccountId: 011433970860
ContactId: 32aec04b-cf59-494a-bf39-2fcb1a0f1af5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309290 ms
Total Talk Time (AGENT): 159074 ms
Total Talk Time (CUSTOMER): 112033 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/32aec04b-cf59-494a-bf39-2fcb1a0f1af5_20250122T15:48_UTC.wav
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[CUSTOMER][NEUTRAL] That's 2, yes.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], my name is [PII]. I'm calling from Morin Dental Clinic calling to get a patient's eligibility and benefits.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] Um, I have 02365835.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to help you with that eligibility and benefits for [PII]. I am showing that his policy is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this policy, of course, there's no history.
[AGENT][NEUTRAL] And this policy does not participate in a network. We pay a percentage of UCR.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do have a breakdown with all the policy information if you're interested.
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] I'm working on that right now for you. Now that on the fax back you'll get the calendar year max, deductible frequencies, limitations you'll get our billing information including payer IT.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, no history on file and the fax back will not include the group name and number and I can provide that if needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, we're ready for it.
[AGENT][NEUTRAL] Hang on.
[AGENT][NEUTRAL] Well, hang on just a second, waiting for my computer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] If they were
[CUSTOMER][NEUTRAL] I have group voluntary dental, but it that's all the plan name group voluntary dental.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That is the plan name. The group name is Universal Trucking.
[AGENT][NEUTRAL] Blair Logistics.
[CUSTOMER][NEUTRAL] You said Blair, B L A I R?
[AGENT][POSITIVE] Correct, logistics.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group number of course is the 19863.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I am ready for that fax number, [PII].
[CUSTOMER][NEUTRAL] OK, it's gonna be 601 or I have an email if that would be better for you because I can just scan it in.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, let me, hang on just a second. I've got to change it. Hang on just a second.
[CUSTOMER][NEUTRAL] Uh, we
[CUSTOMER][POSITIVE] OK, I'm sorry.
[AGENT][POSITIVE] No, not a problem.
[CUSTOMER][NEUTRAL] Most, most, most won't email, but I was like I could just send me faxing and scan it and doing all that. I just put it over into their chart.
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] OK, do you want me to reschedule or you wanna call us back?
[AGENT][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] And I'm building that chart right now. What is the max and the deductible?
[AGENT][NEUTRAL] Well, and all benefits given over the phone is a verification of coverage, not a guarantee of payment. The calendar year max is 1500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is a $50 deductible up to $150 per family, that does not include.
[AGENT][NEUTRAL] Um, does not apply to preventive services.
[CUSTOMER][NEUTRAL] OK, does he have any waiting periods or missing tooth cloths?
[AGENT][NEUTRAL] There
[AGENT][NEUTRAL] Mhm. There is a 12 month waiting period on all major work.
[AGENT][NEGATIVE] And the missing tooth claws, uh, there is a missing tooth claws.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me just make sure this.
[AGENT][POSITIVE] Saved for his information. Good deal. And what is that email address?
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII]. That's gonna be [PII] me, [PII].
[AGENT][POSITIVE] I love that. That's so nice and easy.
[CUSTOMER][NEUTRAL] I'm trying to make it. I got so many emails and everything to remember, so I'm just like, uh, what can I do? What can I do?
[AGENT][POSITIVE] Oh my gosh.
[AGENT][POSITIVE] Oh my gosh, I tell you, sometimes I think we just have gotten to where we overcomplicate things so much. I know I do.
[CUSTOMER][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][POSITIVE] Mhm, right there with you.
[AGENT][NEUTRAL] And I'm just gonna go ahead and send that to you. I do wanna make sure that you get it and can open that attachment.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It's gonna be from care team.
[CUSTOMER][NEUTRAL] OK, I'm waiting on it.
[CUSTOMER][POSITIVE] OK, just received it. Let me make sure I can open it, yep. OK, I got it thank you.
[AGENT][POSITIVE] My pleasure to assist you with that breakdown, [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] Well, thank you for calling APL. You have a wonderful day and stay warm.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.