AccountId: 011433970860
ContactId: 8d08ce2a-0cd3-4b71-90fd-e703b101fa6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185690 ms
Total Talk Time (AGENT): 93579 ms
Total Talk Time (CUSTOMER): 64626 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/8d08ce2a-0cd3-4b71-90fd-e703b101fa6d_20250203T15:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I was just calling about a mutual patient trying to get um their benefits.
[AGENT][NEUTRAL] OK, and did you say this is for inpatient?
[CUSTOMER][NEUTRAL] This, no, no, no, this is, I'm a dental provider. They just have an appointment just trying to confirm their like eligibility.
[AGENT][NEUTRAL] Oh, dental, OK.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Sobo Dental.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, their policy number is 02472616, and this would be for [PII].
[AGENT][NEUTRAL] And I get phone number?
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh, you
[CUSTOMER][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Our phone number is [PII].
[AGENT][NEUTRAL] OK, let me pull up the policy and then we can.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Hi, you checking in? Oh, you got it. Sorry.
[AGENT][NEUTRAL] OK, and can you, you said the patient's first name is [PII] or [PII]? OK, and her date of birth?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, yes, and then her date of birth [PII].
[AGENT][NEUTRAL] Alright, so the policy effective date.
[AGENT][NEUTRAL] Um, did you want just the eligibility dates or did you need benefits as well?
[CUSTOMER][NEUTRAL] Um, benefits as well, please.
[AGENT][NEUTRAL] OK, so the effective date is [PII]. Now the policy is active, and would you like to schedule a benefits faxed to you, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] It is going to be [PII].
[AGENT][NEUTRAL] 38. Thank you. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you should receive the schedule within the next 5 to 7 minutes. Uh, the schedule will include, uh, the calendar year max, deductible information. Um, it'll give you the percentages. Uh, this policy covers preventive and basic only major is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, you said preventative and what is only covered?
[AGENT][NEUTRAL] Basic
[CUSTOMER][NEUTRAL] Preventative and basic restore so like a filling.
[AGENT][POSITIVE] Correct, restorative type services correct.
[CUSTOMER][POSITIVE] Yeah, OK, perfect.
[AGENT][NEUTRAL] And then it'll include the common limitations, the exclusions, the claims payer ID number, fax number, and claims mailing address, and then each code, it'll include each code that's covered under this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then you'll, it'll be about I think 5 pages including the cover page and it's it's on its way.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] All right, any other questions, [PII], I can assist with today?
[CUSTOMER][POSITIVE] No ma'am, you were perfect thank you so much.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yep you too bye bye.
[AGENT][NEUTRAL] Bye bye.