AccountId: 011433970860
ContactId: 4bae4e3a-27f2-468a-b4f1-d393ccea1801
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278720 ms
Total Talk Time (AGENT): 130255 ms
Total Talk Time (CUSTOMER): 76728 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/4bae4e3a-27f2-468a-b4f1-d393ccea1801_20250124T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm calling from Sunshine Dental and uh checking the insurance for the patient.
[AGENT][NEUTRAL] OK, we just need to make sure that the policy is active.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll check that for you. What was your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, and then, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I have a social. Can you check with the social?
[AGENT][NEUTRAL] Yeah, I can search for the social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] Uh, what was the name for the member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then, uh, can you verify the date of birth please?
[CUSTOMER][NEUTRAL] OK. Date of birth [PII].
[AGENT][NEUTRAL] Got it. OK, and this was uh for medical, is that correct?
[CUSTOMER][NEUTRAL] Uh, no, for dental.
[AGENT][NEUTRAL] It is dental, OK, one moment, let me get their dental policy pulled up here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, I do have that policy up. It is active. Effective date was [PII]. And would you like me to give you that policy number?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK it is 0243.
[AGENT][NEUTRAL] 20
[AGENT][NEUTRAL] 26.
[CUSTOMER][NEUTRAL] OK, so, uh, what is the group name?
[AGENT][NEUTRAL] Uh, let me get that for you. Give me just a moment.
[AGENT][NEUTRAL] OK, so the group name is Partners.
[AGENT][NEUTRAL] Personnel
[AGENT][NEUTRAL] Management
[AGENT][NEUTRAL] Services
[CUSTOMER][NEUTRAL] So this is
[CUSTOMER][NEUTRAL] Uh, partner personal management services, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the group number 70087?
[AGENT][NEUTRAL] Group number is
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK. So, uh, how much is the deductible for that patient?
[AGENT][NEUTRAL] Um, let me get their plan pulled up here. I can also, if you'd like, um, send you a fax back that has all of the covered procedures and benefits. OK, absolutely. Give me just a moment let me get pulled up here.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Alright, and of course when I will let you know verification of coverage is not a guarantee of payment for claims, uh, so their calendar year maximum is $500. There is a $50 deductible, um, that does not apply to preventative services.
[AGENT][NEUTRAL] And uh what was that fax number for you please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to you, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] Alright, and would I just put this to your attention?
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] That was, I'm sorry, that was [PII]
[CUSTOMER][NEUTRAL] So you are sending right now?
[AGENT][NEUTRAL] Uh yeah, I will send it now. I'm sorry, to verify the name of your spelling that was [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, OK, I got it right the first time, sorry about that. Yes, I will go ahead and get that sent to you right now. uh, was there, did you have any other questions for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.