AccountId: 011433970860
ContactId: 61e1e705-7c2a-45b5-b864-fca330303caf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279040 ms
Total Talk Time (AGENT): 61895 ms
Total Talk Time (CUSTOMER): 95450 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/61e1e705-7c2a-45b5-b864-fca330303caf_20250311T19:18_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Recoin Dental Services. How are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm also doing good. Thank you for asking that.
[AGENT][NEUTRAL] And how can I assist [PII]?
[CUSTOMER][NEUTRAL] I need to verify dental benefits for my patient. Can they help me with that?
[AGENT][NEUTRAL] I'm
[AGENT][POSITIVE] I'd be happy to assist with benefits if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] My callback number is [PII]. It is a direct line. There is no extension.
[AGENT][NEUTRAL] My
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] The policy number starts with D 43722698.
[AGENT][NEUTRAL] And do you have the social?
[CUSTOMER][NEUTRAL] No. Yes. Uh, the Social Security number is [PII].
[AGENT][NEUTRAL] Patients
[AGENT][NEUTRAL] OK, that's, that's not in our system. What's the patient's name?
[CUSTOMER][NEUTRAL] The patient's first name is [PII]. Last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Spell the first name for me.
[CUSTOMER][NEUTRAL] [PII] for, uh sorry. The first name is [PII].
[AGENT][NEUTRAL] Oh, [PII]. OK. Um, do you have her, um, address?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] No, I have some questions.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the percentage for preventive visit with?
[AGENT][NEUTRAL] Major is not covered. Preventative is covered at 100%. Basic is covered at 80%.
[CUSTOMER][NEUTRAL] OK. And what is, uh,
[CUSTOMER][NEUTRAL] Invidual deductible, family deductible, and yearly max for this patient.
[AGENT][NEUTRAL] OK, individual deductible is $50 annual max is $500.
[CUSTOMER][NEUTRAL] And what is the group number for this patient?
[AGENT][NEUTRAL] Group number is 70056.
[CUSTOMER][NEUTRAL] The group number is 700565.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The yearly max is 500, right?
[AGENT][NEUTRAL] The yearly max is 500.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK. Uh, what is the group name?
[AGENT][NEUTRAL] Group name is Man analysis and utilization.
[CUSTOMER][NEUTRAL] Management?
[AGENT][NEUTRAL] Management analysis and utilization.
[CUSTOMER][NEUTRAL] I have the group name is Triro and Hotel, right?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] The patient is covered under uh dental, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like