AccountId: 011433970860
ContactId: 65616c46-9f15-4918-9b56-ce7edc0dad32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357670 ms
Total Talk Time (AGENT): 134059 ms
Total Talk Time (CUSTOMER): 138787 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/65616c46-9f15-4918-9b56-ce7edc0dad32_20250527T22:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from the patient's dental provider. Um, I was calling to see if the patient has an active dental PPO policy.
[AGENT][NEUTRAL] OK, I have to verify eligibility for you, Ms. [PII]. What's that policy number, please?
[CUSTOMER][NEUTRAL] So I actually only have a social um are you able to use that?
[AGENT][NEUTRAL] Is it the policyholder's social?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] Uh, yes, ma'am. What's the social?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII] and he is active. And if you like, I can give you the policy number.
[CUSTOMER][NEUTRAL] Yes, hang on, let me get into his file so I can enter that so that it saves, and it is dental PPO coverage.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know about PPO, but it is a dental policy they have with us, and the policy is open to where they can go to any dental provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I mean, uh-huh, OK, perfect.
[CUSTOMER][POSITIVE] Oh right, um, let me, OK, I'm ready for that.
[AGENT][NEUTRAL] OK, uh, the policy number is 2191951.
[CUSTOMER][NEUTRAL] 951 OK and you said the effective date was [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I do need a full breakdown of coverage. Are you able to send a fax back?
[AGENT][NEUTRAL] Yes, ma'am. I can send you a fax back. uh, what's your fax number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, it's [PII]. Sorry, I was gonna ask, does the fact check include things like frequencies and history?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it does have frequency and limitation. It doesn't have history.
[CUSTOMER][NEUTRAL] OK, OK, I'll go ahead and give you my fax number and then I'll ask you a couple questions if that's OK.
[AGENT][NEUTRAL] Oh, that's fine. Uh, what's that fax number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and that's [PII]?
[AGENT][NEUTRAL] Lord, I can't read my own handwriting. OK. And do you have a callback number in case the call gets disconnected or need to call for anything?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will send this off to you in a few moments. And you say you have other questions as well?
[CUSTOMER][NEUTRAL] Yes, um, I just wanted to verify history, um, on the policy. So anything as far as, um, like preventive history or any periodontal history?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, showing last FMX was 95 of 24.
[AGENT][NEUTRAL] As well as last exam.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, last cleaning was in [PII], so they're eligible for cleaning.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] That was just a prophy regular uh prophylaxis.
[AGENT][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] And I don't show history for uh Lord works by wings.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And let me check one other thing. Give me one moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] 35.
[AGENT][NEUTRAL] And no really his, uh, no really, no real history for periodontics.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine. Let's see, and then can you just give me his um group name and group number and then I'll just wait for that fax back.
[AGENT][NEUTRAL] Uh, yes, ma'am. Group number is 15844.
[AGENT][NEUTRAL] Group name is Universal Trucking Superior Bulk Logistics.
[CUSTOMER][NEUTRAL] OK, trucking superior bolt, B O L T.
[AGENT][NEUTRAL] Bolk, B U L K.
[CUSTOMER][NEUTRAL] So, book, book, book, book logistics. OK, perfect. OK then I will just keep an eye out on that, um, for that fax, and if I have any other questions I'll just give a call back.
[AGENT][POSITIVE] All right. Well, I will send this off to you. Hopefully, you should receive it in a few moments.
[CUSTOMER][NEUTRAL] Oh, you know, are you able to give me a reference number? I forgot to ask.
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date, and my name is [PII]
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Perfect thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm bye.