AccountId: 011433970860
ContactId: 37d6125e-4144-49f6-aeea-42c495b52478
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182529 ms
Total Talk Time (AGENT): 88360 ms
Total Talk Time (CUSTOMER): 77443 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/37d6125e-4144-49f6-aeea-42c495b52478_20250219T18:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. Uh, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Fort Worth Children's Dentistry needing help to verify dental benefits for our family, please.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number I have is 02558126.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh huh, I have two dependents in the family. The first one we'll do is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, I show his uh effective date is [PII]. Policy is active.
[AGENT][NEUTRAL] And you just need a general breakdown of benefits or I can send you a fax back.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Um, yes, the general breakdown including frequencies.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We can try it faxed back if that's.
[CUSTOMER][NEUTRAL] Up to you.
[AGENT][NEUTRAL] No, it's up to you. Either way it's fine, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, not a guarantee.
[CUSTOMER][NEUTRAL] Um, we can try the fax, yeah.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, I was finished. And what was the other uh dependent's name?
[CUSTOMER][NEUTRAL] Uh huh, the other dependent is going to be [PII] [PII].
[AGENT][NEUTRAL] OK, and I sure she has the same effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me one moment what's.
[AGENT][NEUTRAL] I can find the policy, OK.
[AGENT][NEUTRAL] And um before I send the facts back, what questions do you have?
[CUSTOMER][NEUTRAL] Um, let me ask this, is this, uh, like a PPO plan or an intimidity plan?
[AGENT][NEUTRAL] Well, we don't have a network, uh, so it's open.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK perfect and then our benefits on the calendar year?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK perfect and then will the fax include like preventative frequencies and everything?
[AGENT][NEUTRAL] Yes, it will have the frequencies as well as the UCR amounts or UCR percentage as well as our mailing address, fax number and payer ID.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, well we'll start with the fax and then if I have any more questions I'll give you guys a call back.
[AGENT][POSITIVE] Awesome. OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, I just one more thing I guess to confirm, were there any waiting periods on the plan?
[AGENT][NEUTRAL] Uh, there is a 12-month waiting period for major services, so they wouldn't be eligible to [PII] of this year.
[CUSTOMER][POSITIVE] OK, 12 months for major. OK, perfect, yeah, and we'll just do the fax and then go from there. I appreciate your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.