AccountId: 011433970860
ContactId: 6d4c52fb-015b-4726-b200-d6eb60c09648
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237380 ms
Total Talk Time (AGENT): 108079 ms
Total Talk Time (CUSTOMER): 85565 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/6d4c52fb-015b-4726-b200-d6eb60c09648_20250115T16:25_UTC.wav
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[AGENT][NEUTRAL] be able to
[CUSTOMER][NEUTRAL] Um, yes, ma'am. My name is [PII]. I'm calling with Monarch Dental in [PII]. I was needing to get dental benefits for a patient coming in.
[AGENT][NEUTRAL] OK, I can help you, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I have 614-772.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that. And you said we're checking dental benefits, right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Can you verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you for that. And would you like the schedule faxed over to you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 7577
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] The schedule of benefits will include the calendar your maximum and deductible information, um, the frequencies, um, the limitations, it'll provide the claims, mailing address, payer ID, and fax number and then it'll list each code, um, under each, you know, description of service and the benefit amount for each code um is listed as well.
[AGENT][POSITIVE] And you should receive it within the next 5 to 7 minutes. Um, I will check history for you in just a second to make sure.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] And give you the effective date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm showing a policy effective date of [PII] currently active and at this moment.
[AGENT][NEUTRAL] I don't show any history for [PII]. Last claims were in [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, uh, I think the billing are set up it's the next.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Um, on that, um, fax back, will it tell me if it has a missing tooth claws or if there's any downgrades?
[AGENT][NEUTRAL] Mhm. And it's under the limitation section, so there, there are no downgrades and there is, uh, their policy does have a missing tooth cloth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Did you have any other questions, [PII], that I can um help with today?
[CUSTOMER][NEUTRAL] Uh, just by chance, do y'all pay on prepper seat dates?
[AGENT][NEUTRAL] Either or
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, and then will it tell me what fee schedule y'all go by?
[AGENT][NEUTRAL] All right. Anything else?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you do a
[AGENT][NEUTRAL] OK, so it's not a fee schedule. It, it, it'll give you this benefit amount. So for instance, for the uh periodic exam, it pays $15.
[CUSTOMER][NEUTRAL] OK, so it's kind of like a co-payment plan sort of?
[AGENT][NEUTRAL] So it's not 180, 40. Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] Alrighty, any other questions I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, can I get a reference number?
[AGENT][NEUTRAL] OK, you'll use my name in today's date as your reference, [PII] and first initial of my last name is [PII].
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.