AccountId: 011433970860
ContactId: 92d7e9dc-6d62-44fe-a5d5-34233e20b066
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216179 ms
Total Talk Time (AGENT): 114333 ms
Total Talk Time (CUSTOMER): 83501 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/92d7e9dc-6d62-44fe-a5d5-34233e20b066_20250110T14:26_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, this is [PII] with Louisiana Dental Center. We were calling to get, um, insurance, um, verification for a patient.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to assist you with eligibility. What is a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And how do you spell your name? Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Or I and I. OK, thank you.
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It is 00615052.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with eligibility. I am showing that [PII]'s policy is active. Effective date is [PII].
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] 2000, um, what's the yearly max?
[AGENT][NEUTRAL] And if you would like, [PII], I can fax you a breakdown as well.
[CUSTOMER][POSITIVE] Yes ma'am, we will need that.
[AGENT][NEUTRAL] Um, OK, it'd be my pleasure. And all benefits given over the phone is a verification of coverage, not a guarantee of payment. Mr. [PII]'s calendar year max is $1000 per calendar year.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, anything used?
[AGENT][NEUTRAL] Uh for [PII], not yet.
[CUSTOMER][NEUTRAL] OK, and is it still a $50 deductible?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] And that has not been met either, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alrighty, deductible is waived on preventative and X-rays.
[AGENT][NEUTRAL] Mhm. On exams and profies.
[CUSTOMER][NEUTRAL] OK, and then X-rays it is um.
[AGENT][NEUTRAL] Applied.
[CUSTOMER][POSITIVE] The deductible is applied OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then um it is a fee schedule correct?
[AGENT][NEUTRAL] It is, it's the Carrington fee schedule option B as in Bravo.
[CUSTOMER][NEUTRAL] Option B.
[AGENT][NEUTRAL] It's not, yeah.
[CUSTOMER][NEUTRAL] And can we get that faxed over also?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Sure, I'm sending that to you right now. What is that fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this to [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, [PII], that is on the way for you.
[CUSTOMER][NEUTRAL] Alrighty, and that looks like that is all I was needing and you said it was [PII], correct?
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Alrighty and then do we have a, do we have a call reference number?
[AGENT][POSITIVE] And it's been a pleasure.
[AGENT][NEUTRAL] You can use my name and today's date and I uh I've already spelled my name sorry I went on automatic.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] Oh, thank you for calling APL. It was a pleasure to assist you. You should be receiving that back shortly. Hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Yes ma'am you too have a good one.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.