AccountId: 011433970860
ContactId: 497483e6-d4f8-41a5-ae13-36279734fc2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187050 ms
Total Talk Time (AGENT): 69779 ms
Total Talk Time (CUSTOMER): 58716 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/497483e6-d4f8-41a5-ae13-36279734fc2f_20250307T23:00_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling from Western Dental.
[AGENT][NEUTRAL] OK, and how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I have a patient here I would just like you to help me verify if insurance is active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] It will be 024869999.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I don't show her on this policy. Who, who are you showing as the policy holder?
[CUSTOMER][NEUTRAL] Um, it just says her name [PII].
[AGENT][NEUTRAL] Oh, I typed in the wrong number. Give me a moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] And what kind of plan is it? Is it a PPO?
[AGENT][NEUTRAL] No, it's just a limited group dental policy, uh, just pays by UCR.
[CUSTOMER][NEUTRAL] Is she able to be seen at any dental office or does she have to be assigned?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, she can go to any dental office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does she have any, uh, what's the annual max?
[AGENT][NEUTRAL] Um, not a guarantee of payment, just a verification of coverage. She has a benefit max of $500 per calendar year.
[CUSTOMER][NEUTRAL] And is 500 still remaining?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Uh, yes, and I'm sure she's used her policy and she doesn't have any history.
[CUSTOMER][NEUTRAL] OK perfect and then are you able to fax me over her eligibility and benefits?
[AGENT][NEUTRAL] Sure. What's the fax number?
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, that'll be it for today. Thank you.
[AGENT][POSITIVE] Oh, you're welcome. Uh thank you for calling APL. Have a great day.