AccountId: 011433970860
ContactId: 74b5944e-8649-4448-867a-0301c3c87429
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225759 ms
Total Talk Time (AGENT): 123568 ms
Total Talk Time (CUSTOMER): 51290 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/74b5944e-8649-4448-867a-0301c3c87429_20250130T17:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII] [PII]. I was calling to verify dental uh coverage on a patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02214977
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Did you practice that last name? Because it would have taken me a minute to figure that out.
[CUSTOMER][NEUTRAL] Yeah, so [PII], it's [PII]
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] And it would be my pleasure to assist you with that eligibility.
[AGENT][POSITIVE] And if you need a breakdown, I can help you with that breakdown.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing that [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][POSITIVE] And I do have a breakdown. I can actually fax to you. Are you interested in that?
[CUSTOMER][POSITIVE] Yeah, that would be awesome.
[AGENT][NEUTRAL] All right, I'm working on that for you, and I will let you know this policy does not participate in a network. We pay at a percentage of UCR.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And as of right now, no benefits have been used for [PII].
[AGENT][NEUTRAL] And on the breakdown, you're gonna get the calendar year max deductible, frequencies, limitations, um.
[AGENT][NEUTRAL] And percentages you'll get our billing information, tax, uh, payer ID and fax number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Now, the group name and number will not be listed on the breakdown. Do you need that?
[CUSTOMER][POSITIVE] Uh yes I do.
[AGENT][POSITIVE] Alright, I can provide that for you. Give me just one second, I'll get that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Group number is 16417.
[AGENT][NEUTRAL] And the group name is Universal Trucking.
[AGENT][NEUTRAL] And then it's
[AGENT][NEUTRAL] OCO and it's OS SEO.
[AGENT][NEUTRAL] Automotive.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just to verify that fax number [PII]?
[CUSTOMER][POSITIVE] Uh, yes, that is correct.
[AGENT][POSITIVE] All right. That is on the way for you.
[AGENT][NEUTRAL] You should be receiving that breakdown shortly.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][POSITIVE] Uh, no, that takes care of it. I appreciate your help today.
[AGENT][POSITIVE] Well, [PII], it was my pleasure to assist you with that breakdown for [PII]. Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you I hope you do as well.
[AGENT][POSITIVE] Thank you, [PII]. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.