AccountId: 011433970860
ContactId: 351bcc07-6aed-4d88-9f68-5650c92c801b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169410 ms
Total Talk Time (AGENT): 59675 ms
Total Talk Time (CUSTOMER): 64232 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/351bcc07-6aed-4d88-9f68-5650c92c801b_20250410T13:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Rodriguez Orthodontics, and I just need to check on one of our patients to see if they got cover for Orto.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to check and see if there's ortho coverage, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the member ID that you gave me is 60801.
[AGENT][NEUTRAL] So that's our payer ID. Um, do you have a copy of the member's ID card or they just gave that number?
[CUSTOMER][NEUTRAL] No, she just gave me by phone but I got her social. Do you want her social?
[AGENT][NEUTRAL] Oh, yes, we can use the social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you, uh huh.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] That's fine thank you uh huh.
[AGENT][NEUTRAL] And, um, [PII], what's the member's first and last name?
[CUSTOMER][NEUTRAL] Uh, the member will be [PII]. Date of birth [PII], but the patient will be her husband [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um so you said you're looking for ortho coverage as in like dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Or or
[CUSTOMER][NEUTRAL] Yeah, dental, but you know, orthodontic when they put you the braces.
[AGENT][NEUTRAL] Right, the reason I'm asking is because this is a secondary medical policy, so I just want to make sure I understood. This policy does not have any dental coverage. It's second only to her major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this is only medical, not dental.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, that should do it then thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that should do it. It was very nice. Thank you so much for your help.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. Thanks for calling APR. Have a great day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.