AccountId: 011433970860
ContactId: 3f98879f-6736-48d6-bb51-924b2ef0bb7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204259 ms
Total Talk Time (AGENT): 47877 ms
Total Talk Time (CUSTOMER): 131148 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/3f98879f-6736-48d6-bb51-924b2ef0bb7f_20250128T16:54_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] with Doctor [PII] and I just, uh, I received a fax on a patient and I just wanted some clarification, please.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'll be happy to assist.
[AGENT][POSITIVE] And and if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 00604298
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and that is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] Uh, and you said you have the fax back in your hand?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, and what questions did you have today?
[CUSTOMER][NEUTRAL] OK, so this is my question, um, so I, I see the schedule of covered dental benefits with the amount, the dollar amount on here, OK, your fee schedule so like do they pay, is there a percentage that they pay or they just pay the fee schedule? They pay 100% of the fee schedule?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Or is it like 80, you know, 180, you know.
[AGENT][NEUTRAL] Um, it would be, that is the, that is what would be um paid.
[CUSTOMER][NEUTRAL] OK, so everything is gonna be paid 100% of the fee schedule now, uh, do y'all accept assignment of benefits?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, great, um, and I also noticed that the deductible doesn't does not affect, I think it's uh the exam and the profy, right?
[CUSTOMER][NEUTRAL] But everything else has a deductible, is that correct? OK.
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Um, has she used any benefits this year?
[AGENT][NEUTRAL] Uh let me check.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um is this an individual policy or family?
[AGENT][NEUTRAL] It's a family policy.
[CUSTOMER][NEUTRAL] Family, OK.
[CUSTOMER][NEUTRAL] Um, so probably no waiting periods seeing as she's had it so long, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and then what's covered is only what's on the fee schedule. Anything else is not covered. Um, let me see, and I don't see if I need anything else.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so I just need to go through that.
[CUSTOMER][NEUTRAL] I think I have it all and your name is [PII], right?
[AGENT][POSITIVE] That's correct. Is there anything else I can assist with today?
[CUSTOMER][POSITIVE] OK great thank you [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and was there anything else I can assist with today?
[CUSTOMER][POSITIVE] I think that's it for now, thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Mhm bye bye.