AccountId: 011433970860
ContactId: 54754c62-fbf9-4028-bfae-c780a8b1a410
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234660 ms
Total Talk Time (AGENT): 78097 ms
Total Talk Time (CUSTOMER): 67103 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/54754c62-fbf9-4028-bfae-c780a8b1a410_20250401T22:00_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Western Dental. I needed to get eligibility eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Um, yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you have the policy ID of the patient?
[CUSTOMER][NEUTRAL] I have his social security number.
[AGENT][NEUTRAL] Uh, OK, what's that?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] What was the patient name?
[CUSTOMER][NEUTRAL] Mm it is [PII].
[AGENT][NEUTRAL] OK, I have a policy number. Can I give that policy number to, to you? You'll need that to file the claim.
[CUSTOMER][NEUTRAL] Um, yes, what's the policy number?
[AGENT][NEUTRAL] Policy number is 2567561.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, uh, my pen stopped writing sorry, it was 256.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 256-7561
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You have the date of birth for [PII].
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And this is not a guarantee of payment. It's a basic outline of the policy. Looks like they are active and effective [PII].
[AGENT][NEUTRAL] And then I can send you a fax back for the um policy, or do you need to go over on the phone?
[CUSTOMER][NEUTRAL] Um, I just need to go over the basic stuff because um we were struggling to verify it. He's been here for like 40 minutes, so I just need the basic just so I could get him checked in like, um, is this a PPO or HMO plan?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Um, so they do use [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then um he has a $500 calendar year maximum benefit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, preventative services pay 100%.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then basic is gonna pay 80%.
[AGENT][NEUTRAL] There is no major coverage.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Basic subject to a $50 deductible.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, does he have any waiting periods?
[AGENT][NEUTRAL] Um, let's see, no waiting period.
[CUSTOMER][NEUTRAL] And then does he have any orthodontic coverage?
[AGENT][NEGATIVE] Uh, no orthodontic coverage.
[CUSTOMER][POSITIVE] Alrighty thank you so much for your help. What was your name again?
[AGENT][NEUTRAL] Uh, my, uh, name is [PII], and last initial is [PII].
[CUSTOMER][POSITIVE] Alright thank you so much for your help have a nice day.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.