AccountId: 011433970860
ContactId: 652914e6-bf7f-4864-a3d3-3921b9397538
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357799 ms
Total Talk Time (AGENT): 105944 ms
Total Talk Time (CUSTOMER): 136021 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/652914e6-bf7f-4864-a3d3-3921b9397538_20250513T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for a patient's eligibility and benefits.
[AGENT][NEUTRAL] Alright, I'm happy to check on eligibility and benefits. What is the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 250-288-2.
[AGENT][NEUTRAL] Thank you for that. And then what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And just to confirm, are we looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK. Patient is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, I was wondering, I, I did receive the fax, um, I don't think it said the group name or number. Are you able to provide that over to the telephone?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, absolutely, um, OK, so the group name is gonna be Universal Trucking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the group number is 18463.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if we have that plan in the system before I disconnect. If not, I have to get like a breakdown.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Did it
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 18.
[CUSTOMER][NEUTRAL] Alright, when you set it up there in his drive.
[CUSTOMER][POSITIVE] Hopefully stay po over water hopefully it was already um start.
[CUSTOMER][NEUTRAL] It was nowing off a little.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Container
[CUSTOMER][NEUTRAL] Because it started doing it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]'s doing it right now.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alrighty, um, I have a few codes that I need to know downgrade.
[AGENT][POSITIVE] OK, I'm happy to check codes. The policy doesn't downgrade, but I can, I'm happy to check anything you need me to. Yeah. Mm mm.
[CUSTOMER][NEGATIVE] Oh no downgrades.
[CUSTOMER][NEUTRAL] No worries, no downgrades, um, and then for crowns, are they in, um, excuse me, for build up 2950, are they inclusive to crowns?
[AGENT][NEUTRAL] Uh, yes, it looks like they are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, is there any ortho coverage on the policy?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] No, there is not.
[CUSTOMER][NEUTRAL] OK, let's have it.
[CUSTOMER][NEUTRAL] Um, for SRPs, are all four quads OK in the same day?
[AGENT][NEUTRAL] Uh, yes, you can do either you can do all same day or not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there a waiting period or a missing tooth cloth?
[AGENT][NEUTRAL] Uh let's, so policy does have a missing tooth clause.
[AGENT][NEUTRAL] And it looks like there is a 12 month waiting period for any major expenses that does include endoperio and oral surgery.
[CUSTOMER][NEUTRAL] For 12 months?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] From the start date, OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And then um there is a missing tooth cloth, is it for 12 months as well?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, there is a missing tooth cloths. Yep, that is correct, yep.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Anything else?
[CUSTOMER][NEUTRAL] For fluoride is it covered or.
[AGENT][NEUTRAL] It is covered. I know it's age restricted. Let me just double check that one second.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, it looks like it's limited to dependent children under the age of [PII].
[CUSTOMER][POSITIVE] I got you OK um.
[CUSTOMER][NEUTRAL] I'm looking in the facts for it.
[CUSTOMER][NEUTRAL] PO box. OK, I see it. OK, I'm gonna fill out the rest of the form and then I, if I have any further questions, I'll give you a call, but before we disconnect, am I able to get a reference number and a name?
[AGENT][NEUTRAL] Absolutely, Kia. So call references my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK, perfect. OK, thank you [PII] and then is there a reference is the reference number the same thing?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm, absolutely, just my name and today's date, OK?
[CUSTOMER][POSITIVE] OK, OK, alright, thank you [PII], that'll be all for me today, you too.
[AGENT][POSITIVE] You're welcome. Have a good one.