AccountId: 011433970860
ContactId: 7ffe7fe3-968a-4ebb-9cdd-f2684725e91a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 785270 ms
Total Talk Time (AGENT): 175135 ms
Total Talk Time (CUSTOMER): 153260 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/7ffe7fe3-968a-4ebb-9cdd-f2684725e91a_20250422T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling on APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yeah, good morning. Myself, [PII]. I'm calling from Dental Care Alliance.
[AGENT][NEUTRAL] OK, and what was the name of the facility you're calling from again please, sir?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Dental Care Alliance.
[AGENT][NEUTRAL] Dental Care Alliance. OK, thank you sir and [PII], can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. There's no exchange, sir, the direct line.
[AGENT][NEUTRAL] OK, thank you sir and then what is the patient's name and date of birth and policy number?
[CUSTOMER][NEUTRAL] Policy number it will be 100.
[CUSTOMER][NEUTRAL] 6363.
[CUSTOMER][NEUTRAL] And patient name it will be [PII].
[CUSTOMER][NEUTRAL] And last number will be
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] OK, thank you and [PII], how can I help you today?
[CUSTOMER][NEUTRAL] Before that, uh, patient uh policies active or inactive.
[AGENT][NEUTRAL] OK, I can check to see if the policy is active for you. It'll be just one moment.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of her policy is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much and it is a CRP plan.
[AGENT][NEUTRAL] It is paid by UCR.
[AGENT][NEUTRAL] And they can go to anyone they want to go to.
[CUSTOMER][NEGATIVE] Her voice is breaking.
[AGENT][NEUTRAL] If it is paid by UCR they can go to any dental office they want to go to.
[CUSTOMER][POSITIVE] Thank you so much for that. And could you please provide a group number for this policy once?
[AGENT][NEUTRAL] Yes, the group number is 50011.
[CUSTOMER][POSITIVE] Thank you so much. And could you please provide me uh deductibles of individual family and all that for this patient.
[AGENT][NEUTRAL] This is a, a single parent policy.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, did you hear me? It's single parent policy.
[CUSTOMER][NEUTRAL] Yeah, your voice is breaking. Uh, could you please, uh,
[AGENT][NEUTRAL] Here, let me see if I can fix that for you. Hold on sir.
[CUSTOMER][NEUTRAL] Check with your connection.
[AGENT][NEUTRAL] Did you hear me, sir? It's a single parent policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And your deductibles of individual family enrollments.
[AGENT][NEUTRAL] I'm sorry, I didn't understand what you just said. Can you repeat that question?
[CUSTOMER][NEUTRAL] Deductibles of individual, family, and enrollments.
[AGENT][NEUTRAL] Oh, OK, hold on real quick. If you actually give me your fax number I can send you a benefit breakdown by fax back.
[CUSTOMER][NEUTRAL] Yes, sure. Could you please, uh, be send [PII] to fax and fax number it will be.
[AGENT][NEUTRAL] Yes, what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that fax ready for you and I'll be right back sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you very much for holding for me, [PII]. I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] Yeah, how much time to take him to come back?
[AGENT][NEUTRAL] Just about 10 minutes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much for that. And the group number would be American Public Life for this policy.
[AGENT][POSITIVE] Yes, it's American Public Life, you're correct.
[CUSTOMER][NEUTRAL] You got it. And is there any period for this policy?
[AGENT][NEUTRAL] Uh, that is on your fax back, but I can give that to you. Uh, there is no waiting period.
[AGENT][NEUTRAL] And this is just a verified benefits, it's not a guarantee of payment.
[CUSTOMER][NEGATIVE] And miss class.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And uh around [PII] is downgraded for this policy.
[AGENT][POSITIVE] There's no downgrades.
[CUSTOMER][NEUTRAL] On the services major services paid on property.
[AGENT][NEUTRAL] I'm sorry, can you repeat that question?
[CUSTOMER][POSITIVE] Major services paid and received it.
[AGENT][NEUTRAL] Seat date
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Is there any uh orthodontics for this policy?
[AGENT][NEUTRAL] Is there
[AGENT][NEUTRAL] Any authorization you said?
[CUSTOMER][NEUTRAL] Orthodontics.
[AGENT][NEGATIVE] No, orthodontics, no.
[CUSTOMER][POSITIVE] Got it. Thank you so much for that and
[CUSTOMER][NEUTRAL] Is there any preventative history for this patient which matters?
[AGENT][NEUTRAL] Uh, let me look and see.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] Yeah, thank you so much, sir. And could you please uh spell out your name? And before that, uh, you
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Yeah yeah. Before that, could you please uh provide me one mailing address?
[AGENT][NEUTRAL] Uh, yes, the claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] My zip code is [PII].
[CUSTOMER][POSITIVE] Yes, got it. Thank you. And free schedule, it will be uh free schedule it will be used here.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much for the information. And could you please spell out your name?
[AGENT][NEUTRAL] Yes, sir. It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Uh, uh, starting, uh, yeah, starting letter [PII].
[AGENT][NEUTRAL] Is there
[AGENT][NEUTRAL] Yes, T for Tom.
[AGENT][NEUTRAL] O for Oscar.
[CUSTOMER][NEUTRAL] R for R for Romeo, Y for Yan.
[AGENT][NEUTRAL] R for
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, got it. And uh would you please provide me a reference number for this patient?
[AGENT][NEUTRAL] Yes sir, you can use my name and today's date.
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much for your information, [PII], and have a great day and take care. Bye.
[AGENT][POSITIVE] You too [PII] and you have a wonderful day is that everything I can help you with sir?
[CUSTOMER][NEUTRAL] Yeah, is there any uh
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] You have a wonderful day too. You thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.