AccountId: 011433970860
ContactId: 365e6e74-c896-4766-b314-cd113a338e57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149919 ms
Total Talk Time (AGENT): 78826 ms
Total Talk Time (CUSTOMER): 61651 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/365e6e74-c896-4766-b314-cd113a338e57_20250324T12:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I am calling from Mortenson Family Dental, um, and I am calling to check eligibility and get a breakdown of benefits on a patient.
[AGENT][NEUTRAL] OK, do you want the schedule faxed over to you, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yes, I guess.
[AGENT][NEUTRAL] And what's that fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 88027.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] You know we're checking eligibility and then we'll fax the benefits over to you, correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] So the policy effective date.
[AGENT][NEUTRAL] [PII]. Uh, the policy is active at this time.
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Yes, first time.
[CUSTOMER][NEUTRAL] Mhm right.
[AGENT][NEUTRAL] And I don't show any history for this patient. Um, on the schedule of benefits, um, you'll, it'll show the calendar year maximum and deductible information.
[AGENT][NEUTRAL] Um, the coverage levels for preventive and basic major is not covered under this plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it'll also provide the common limitations and exclusions, um, the claims mailing address, fax number and payer ID number, and then it will list each procedure code that's covered, um, under this policy, and you should receive the schedule within the next 2 to 5 minutes. Um, any other questions I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, is there a coordination of benefits?
[AGENT][NEUTRAL] It's standard.
[CUSTOMER][NEUTRAL] Standard OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, that's basically all I need I guess.
[AGENT][POSITIVE] OK, and the schedule is on its way. Do you have any questions when you get it, you can call us back, but it's pretty detailed.
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][POSITIVE] OK perfect thank you for your help I appreciate you.
[AGENT][POSITIVE] Uh, you're welcome. If no other questions, thanks for calling APL [PII]. Have a good day, OK?
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Uh huh bye bye.