AccountId: 011433970860
ContactId: 60767058-7fab-45f0-8d1e-e4cf6b4cb24a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299760 ms
Total Talk Time (AGENT): 77678 ms
Total Talk Time (CUSTOMER): 118966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/60767058-7fab-45f0-8d1e-e4cf6b4cb24a_20250618T18:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, hello.
[AGENT][NEUTRAL] Hello, this is [PII] with American Public Life. How can I help?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from TrueCare Dentistry.
[CUSTOMER][NEUTRAL] I have a patient. I want to verify patient is eligible or not.
[AGENT][NEUTRAL] May I have the patient policy number?
[CUSTOMER][NEUTRAL] Yeah, 02346815.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, name is [PII] and date of birth is [PII].
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK. And uh uh annual max?
[CUSTOMER][NEUTRAL] And deductible.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Calendar maximum for the patient plan is $1500 with a $50 deductible. There is a family deductible of up to $150.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And any insurance use in this benefit?
[AGENT][NEUTRAL] Uh, the amount used to date is $108.
[CUSTOMER][NEUTRAL] $108.
[AGENT][NEUTRAL] Out of the 1500.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And uh can uh can you do history for this year?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I need history for this year.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Last date of service was on [PII].
[CUSTOMER][NEUTRAL] Which [PII].
[AGENT][NEUTRAL] Patient had an
[AGENT][NEUTRAL] Patient had an oral evaluation procedure code 0150 and that was it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Only one dental, uh, dental code, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Any other history for this year?
[AGENT][NEGATIVE] Not for this year, no.
[CUSTOMER][NEUTRAL] OK. And only one data service and insurance will be used 108, right? 108.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, wait.
[CUSTOMER][NEUTRAL] Are you, sir, not, uh, person do not have any dental issue for this year?
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] Can you recheck? Patients do not have any history for this year, only one dental service and one dental code.
[AGENT][NEUTRAL] Yes, correct. [PII]. That's it.
[CUSTOMER][NEUTRAL] OK. And insurance will be used 108.
[CUSTOMER][NEUTRAL] 108, right?
[AGENT][NEUTRAL] Yes, that's the amount used.
[CUSTOMER][NEUTRAL] I can see
[CUSTOMER][NEUTRAL] Uh how it's possible. Only one dental code and insurance will be used 108.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can you tell me which free schedule you want to follow?
[AGENT][NEUTRAL] This plan pays by UCR.
[CUSTOMER][POSITIVE] OK. No problem. Thank you so much. And can you give call reference number?
[AGENT][NEUTRAL] That is my name with today's date.
[CUSTOMER][NEUTRAL] OK, with your name?
[AGENT][NEUTRAL] [PII], which is [PII], initial [PII] my last name is [PII], then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. And can you uh face face?
[AGENT][NEUTRAL] What's the fax number, please?
[CUSTOMER][NEUTRAL] Yeah. Fax number is [PII].
[AGENT][NEUTRAL] Should we mark attention to anybody?
[CUSTOMER][NEUTRAL] 82999.
[AGENT][NEUTRAL] OK. Give it about 5 minutes. Anything else?
[CUSTOMER][POSITIVE] No, no, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, bye.