AccountId: 011433970860
ContactId: 3fe680de-9c48-4088-aafb-8adbec8f64eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158139 ms
Total Talk Time (AGENT): 89448 ms
Total Talk Time (CUSTOMER): 70770 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/3fe680de-9c48-4088-aafb-8adbec8f64eb_20250425T14:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes. Hi, [PII]. My name is [PII] and I'm calling from the provider's office, and I am trying to check dental coverage for a patient to see if extractions are covered under this.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so you're needing um dental eligibility and benefits. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Dental benefits.
[CUSTOMER][NEUTRAL] Just yeah, yes, yes, pretty much just the dental benefits and also to see whether or not you show us in network or out of network or if they have no network.
[AGENT][POSITIVE] Yes, I can help you.
[AGENT][NEUTRAL] OK, so yes, ma'am, I can also assist you with the network question. Once I get the policy information up, I'll be able to better help you with that. Um, so first off, what is a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] It is 02475820.
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII] any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, this policy is not a dental policy. You're calling for just, or this is a supplemental medical policy.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] That is secondary to their major medical health insurance, primary insurance.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Supplements, so this is a supplemental medical plan. OK. Well, never mind then cause healthkeepers isn't gonna cover wisdom teeth, so I know you're not either. If the primary doesn't.
[AGENT][NEUTRAL] Medical. Correct. Yes, ma'am.
[AGENT][NEUTRAL] No, this policy does not provide correct. There's very, this is very limited as to what it would cover for dental and that's related to accident or um
[AGENT][NEUTRAL] Congenital anomalies as a newborn.
[CUSTOMER][NEUTRAL] Alright, and is there a call reference number, [PII]?
[AGENT][NEUTRAL] Uh, yes, ma'am, you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK, so for 25, 25. OK, perfect. Thank you so much. I appreciate all your help and you have, you have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, you're welcome.
[AGENT][POSITIVE] I hope you have a great day and a great weekend as well, [PII], and if that's all I can help you with, thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you mhm bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.