AccountId: 011433970860
ContactId: 73085ce9-628a-4f9f-a7d7-aceb33f86e53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128300 ms
Total Talk Time (AGENT): 72710 ms
Total Talk Time (CUSTOMER): 46632 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/73085ce9-628a-4f9f-a7d7-aceb33f86e53_20250331T12:21_UTC.wav
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[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] with Brilliant Smiles Dental here in [PII], and I needed to check eligibility on a patient.
[AGENT][NEUTRAL] [PII], I can certainly help with all of. What is that policy number, please?
[CUSTOMER][NEUTRAL] OK, I'm sorry, I could barely hear you.
[AGENT][NEUTRAL] Yes, I can certainly help with eligibility, [PII]. What is that policy number, please?
[CUSTOMER][NEUTRAL] Sure, I'm sorry, um, it is going to be 02579716.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] Thank you so much. The policy went into effect on [PII]. It is active. Is there anything else besides eligibility that I can tell you about this dental policy?
[CUSTOMER][NEUTRAL] Um, yeah, I, we just, I don't know if we take it or not. That's why I'm, is it a PPO?
[AGENT][NEUTRAL] No, what we do is we pay a percentage of the um of the UCR and so they, they don't have a network. They can go to any dental um uh provider that they, that they want to. Um, there's, there's not uh any sort of uh network or anything like that, uh.
[AGENT][NEUTRAL] So, no, it's not a PPO or an HMO um they can just go to any dental uh provider that they want to.
[CUSTOMER][NEUTRAL] OK, and so then how does the claim work? is that do they pay up front and then they get reimbursed or?
[AGENT][NEUTRAL] Well, they can do that, uh.
[CUSTOMER][NEUTRAL] Because I don't we've never used these.
[AGENT][NEUTRAL] Certainly, uh, they can, uh, they can do that, um, absolutely, or uh you can send the claim in to us. We do have a fax back that uh we can send to you that lets you know exactly where to send the, um, the claim, uh, but yes, they can either one of those two things would work.
[CUSTOMER][POSITIVE] OK, OK, I appreciate it thank you so much.
[AGENT][POSITIVE] OK, if there's anything else I can help with, thanks for contacting API.