AccountId: 011433970860
ContactId: 7aeb8aa7-0c60-42e9-bb41-bfd0e1a39dc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234779 ms
Total Talk Time (AGENT): 132196 ms
Total Talk Time (CUSTOMER): 93343 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/7aeb8aa7-0c60-42e9-bb41-bfd0e1a39dc7_20250307T16:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from a dental office, and I need to get some dental information on a patient, how the plan pays.
[AGENT][POSITIVE] OK, I'll be glad to help you, [PII], go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] Uh huh. Uh, can you spell your name for me?
[AGENT][NEUTRAL] I sure can, [PII]. It's [PII]
[CUSTOMER][NEUTRAL] OK, the policy number I have is 02283452.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for that information. Now while I'm pulling this up, [PII], go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, [PII]. Thanks for all that information. Now, your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh huh. Hold on one second, let me give you that. Your name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, I'm sorry, what did you need? I'm sorry, uh, [PII], what did you need?
[AGENT][NEUTRAL] I need the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alrighty, thank you for all that information, [PII]. Now it looks like Ulysses is the insured on this dental plan. I do show his original effective date as [PII]. He is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you do want benefits. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I do, uh huh, and is this a
[AGENT][NEUTRAL] OK, we do a backpack of be, go ahead.
[CUSTOMER][NEUTRAL] Is this a policy where he's allowed to go to any provider?
[AGENT][POSITIVE] Yes, ma'am, it is, yes ma'am, and I'll be glad to get you that fax back benefits that you should have it in just a couple of minutes.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Sure, you want to fax it to me?
[AGENT][NEUTRAL] Yes, ma'am. Give me a good fax number, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, [PII], let me repeat that back to back, make sure I'm keying that in correctly. That's area code [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alrighty, like I said, you should have this faxed back a benefit in just a couple of minutes. Is there anything specific that I can answer for you while your fax is coming?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does he, uh, uh, does he have basic and major coverage or it's just preventative?
[AGENT][NEUTRAL] It's preventative, basic, and major. He has all three.
[CUSTOMER][NEUTRAL] OK, any waiting periods or missing tooth cloths?
[AGENT][NEUTRAL] Let's see. Well, he's already passed his 12 month waiting period for major and let's see, missing tooth cloths, he does have that well I'll be on that back to back benefits too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, posterior crowns and partials, are they, uh, down coated alternative?
[AGENT][NEGATIVE] Downgraded uh.
[CUSTOMER][NEUTRAL] Uh, on molar teeth.
[AGENT][NEUTRAL] Let's see if they have any downgrades. Let me get that.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] There's no downgrades.
[CUSTOMER][NEUTRAL] OK, pay on seat date or prep date?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, seat date.
[CUSTOMER][NEUTRAL] OK, and the address and payer ID is on on that fax.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, but I'll go and give it to you if you want me to.
[CUSTOMER][NEUTRAL] Yeah, what's the payer ID?
[AGENT][NEUTRAL] Payer ID number 60801.
[CUSTOMER][NEUTRAL] OK, and I just need a reference number that I can get the uh address off the paper. What I just need a reference number.
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK, we do not give reference numbers can, but you can use my name today's date and is that all that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I'm great. Thank you very much. Have a great day. Uh huh bye bye.
[AGENT][POSITIVE] OK. All righty, [PII]. Yes, ma'am. You as well, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.