AccountId: 011433970860
ContactId: 803d50c2-9564-458d-a883-00c299eb851c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416459 ms
Total Talk Time (AGENT): 137407 ms
Total Talk Time (CUSTOMER): 164164 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/803d50c2-9564-458d-a883-00c299eb851c_20250519T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII] from APL. How can I help you today?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Hi, I'm so sorry. Hi, I'm calling you from a dental office. I need to verify and see this coverage for my business if it's active.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and what is your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] hi so you want me to give you the information or you already have it?
[AGENT][NEUTRAL] Um, well, I, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Yes, um, it is.
[CUSTOMER][NEUTRAL] Hm, it's only 66 digits. Let me see, hold on one second.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, oh my god.
[CUSTOMER][NEUTRAL] It is 604-416.
[AGENT][NEUTRAL] Alright, let me see if that's
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look that up real quick.
[CUSTOMER][NEUTRAL] Well, it starts with [PII] at the beginning.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] That's, you said 604-426? Oh, no, that wasn't it. That was my fault. Give me one second. You said 16, didn't you?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'm so sorry. Give me just one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, here we go. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sorry, we'll see you then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, hold on one second. OK, hold on.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] OK, and you said [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm showing that that policy is active with an effective date of [PII]. Would you like
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] OK, so the 200, the 20s, they're necessarily to.
[CUSTOMER][NEUTRAL] Include them or no?
[AGENT][NEUTRAL] Um, I was able to look it up without the 2 zeros.
[CUSTOMER][NEUTRAL] Mhm, OK, no problem, that's fine. OK and then um can you um fax me, send me the fax?
[AGENT][NEUTRAL] Sure, I can give you the fax back. What's a good fax number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] While we're waiting
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, I can send you that fax back, give it about 5 minutes. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mm, no, so it's active. OK, uh, let me ask you something, um, are we in network with this insurance because I think we're out of network.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So, with this policy,
[AGENT][NEUTRAL] Even if they're out of network, um, they can always file the claim if they're out of network, and then we will still honor the payments as long as it's, uh, for services that are covered under their policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] OK, let me ask you something about the uh limited exam 0140. Is that covered?
[AGENT][NEUTRAL] OK, what was the procedure number?
[CUSTOMER][NEUTRAL] 0140.
[AGENT][NEUTRAL] Let me look that up for you real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0140, yes ma'am, it has a benefit amount of $25 and that is just a verification of benefits, not necessarily a guarantee of payment, but I am showing 0140 as being um.
[AGENT][NEUTRAL] Covered.
[CUSTOMER][NEUTRAL] OK, every, every 6 months or only once in a year or?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And can you um just verify with me if that's an oral examination or a cleaning?
[AGENT][NEUTRAL] Look here.
[CUSTOMER][NEUTRAL] The 0140, it's uh a limited.
[CUSTOMER][NEUTRAL] Li uh limited exam mhm.
[AGENT][NEUTRAL] OK, uh, it looks like it's once every 6 months.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, and do we, does the, does the policy have a maximum or no?
[AGENT][NEUTRAL] It looks like there is a calendar year maximum of $1000 and there's a calendar year deductible of $50.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is an individual policy or a family?
[AGENT][NEUTRAL] It's a couple policy.
[AGENT][NEUTRAL] So it's $1000 per covered insure?
[CUSTOMER][NEUTRAL] So the family deductible?
[AGENT][NEUTRAL] The family deductible is up to $150.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] OK, I think um that is it thank you. I think, yeah, uh then I'll be waiting for your fax then.
[AGENT][POSITIVE] All right, well, if there's nothing else I can help you with, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye bye.
[AGENT][NEUTRAL] Right, bye.
[CUSTOMER][NEUTRAL] Bye.