AccountId: 011433970860
ContactId: 4d116570-708e-4567-be2c-9b2c6ca18591
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236800 ms
Total Talk Time (AGENT): 101241 ms
Total Talk Time (CUSTOMER): 64470 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/4d116570-708e-4567-be2c-9b2c6ca18591_20250307T13:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi I was looking to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name's [PII]. I'm calling from Waterway Dental Care.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 134-4147.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] It's fairly
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I can help you with that. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] Um, over the phone please just because she's here in the office.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] She has a $1500 calendar year maximum.
[AGENT][NEUTRAL] $50 deductible on everything except for preventative.
[AGENT][NEUTRAL] Preventative is paid at 100% of usual and customary rate.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Basic is at 80%.
[AGENT][NEUTRAL] Major is at 40%, and that includes endoperio and or surgery.
[AGENT][NEUTRAL] And what else were you needing?
[CUSTOMER][NEUTRAL] Um, can I get the group number and group name?
[AGENT][NEUTRAL] The group number is 13611.
[AGENT][NEUTRAL] And it's universal trucking.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And do you have the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Sorry, can you repeat that? The phone cut out.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK perfect and then what payer ID do you use? I mean, sorry, not payer ID, the schedule.
[AGENT][NEUTRAL] It's not paid on a pay schedule. This is paid by usual and customary rate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then can I give you some codes and get frequencies?
[AGENT][POSITIVE] Yes, or I can fax it to you and it it has all the codes on there.
[CUSTOMER][POSITIVE] OK, yeah that'd be great actually.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. I'll fax that to you. Um, uh beside each code, there will be a letter, and on the very last page, it'll tell you what frequency for every code that's on there.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] the.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, actually, what is the mailing address? Is that on the fax?
[AGENT][NEUTRAL] It will be on the bags, uh-huh.
[CUSTOMER][POSITIVE] OK, OK, perfect, that should be it then.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day and I'll fax you those benefits.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.