AccountId: 011433970860
ContactId: 7f0882a4-e120-4f9a-acdb-51d9ad59aac9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239029 ms
Total Talk Time (AGENT): 81117 ms
Total Talk Time (CUSTOMER): 94889 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/7f0882a4-e120-4f9a-acdb-51d9ad59aac9_20250320T22:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental office. We're calling to, uh, check a patient's eligibility.
[AGENT][POSITIVE] I'm sure, [PII], I can assist you with benefits. And first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, that one she wasn't able to provide to us.
[AGENT][NEUTRAL] OK, I can look her up by her social.
[CUSTOMER][NEUTRAL] Uh, she was hesitant to provide us with the social as well. She said that they've never asked her for social.
[AGENT][NEUTRAL] OK, I could look her up by name and date of birth. What's her last name?
[CUSTOMER][NEUTRAL] So I know.
[CUSTOMER][NEUTRAL] OK, OK, um, her first and last name is [PII], last name [PII]
[CUSTOMER][NEUTRAL] And then her date of birth I have is [PII].
[AGENT][NEUTRAL] And just let me advise you the verification of coverage does not guarantee payment of claims. Um, I have her policy number here.
[CUSTOMER][NEUTRAL] OK, let me give you a pen right here. OK, go ahead.
[AGENT][NEUTRAL] Her policy number is 02598171.
[AGENT][NEUTRAL] And the effective date on the policy is [PII], and the policy is still active, and for a breakdown of the benefits and the fee schedule, I can fax that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. And what's your fax number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's attention time, [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Just a quick question, is this a HMO or PPO plan for dental?
[AGENT][POSITIVE] Um, it works like a PPO plan.
[CUSTOMER][NEUTRAL] It works like a PPO? OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] What it does the breakdown have everything on it like a missing tooth claws, waiting periods, downgrades?
[AGENT][POSITIVE] Yes, sir, it does, and there are no downgrades.
[CUSTOMER][POSITIVE] No downgrades.
[CUSTOMER][NEUTRAL] A grade, OK, um, and then what fee schedule does it, does it, does it go off of?
[AGENT][NEUTRAL] Usual and customary.
[CUSTOMER][POSITIVE] Usual and customary usual and customary. OK, alrighty thank you so much for your help. I appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, is there, is there a group number?
[AGENT][POSITIVE] Um, yeah, let me get that for you.
[AGENT][NEUTRAL] OK, the group number is 70087.
[CUSTOMER][NEUTRAL] 70087 OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you so much for your help. That was it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you you as well bye for now.
[AGENT][POSITIVE] Mm, thank you.