AccountId: 011433970860
ContactId: 5e87efec-3a5d-4818-af46-d364f2488b59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150759 ms
Total Talk Time (AGENT): 85816 ms
Total Talk Time (CUSTOMER): 51744 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/5e87efec-3a5d-4818-af46-d364f2488b59_20250122T14:04_UTC.wav
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[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I was trying to see do this patient have an active dental plan, and if so, could I get a like a fax?
[AGENT][NEUTRAL] OK, your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. It's spelled [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number I have is 025362229.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have a [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you for that information. I'm showing an effective date.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Of [PII], the policy is active and you're needing the schedule of benefits faxed over to you?
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] OK, we can send that to you. What's the fax number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be, I'm sorry, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. I don't show any history for this patient um at this time, and you should receive the schedule of benefits within the next 5 to 7 minutes. Uh, it will include your, the calendar year maximum and deductible information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it'll list each procedure code that's covered under the policy, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll give you the frequencies um for preventive basic and major um it has the payer ID number, claims mailing address and fax number um as well as exclusions listed on the schedule. It's gonna be about 9 pages with the cover sheets.
[CUSTOMER][NEUTRAL] OK, um, is there like a group number for this plan?
[AGENT][NEUTRAL] There is and it should also be on her ID card if you have it. It's 16068 Universal Trucking is the name of the group.
[CUSTOMER][POSITIVE] Universal Trucking. OK, thank you so much for your help.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Anything else I can assist with today?
[CUSTOMER][POSITIVE] Oh no ma'am, that's it thank you.
[AGENT][POSITIVE] Alrighty thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.