AccountId: 011433970860
ContactId: 956a825a-615d-4132-b012-5e271bea5d8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344470 ms
Total Talk Time (AGENT): 192852 ms
Total Talk Time (CUSTOMER): 129956 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/956a825a-615d-4132-b012-5e271bea5d8d_20250114T20:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling from Dual Arc Dental, and I'm just hoping to get the benefit information for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with benefits this afternoon. What is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Why?
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient, please, ma'am?
[CUSTOMER][NEUTRAL] 02396579
[AGENT][NEUTRAL] Excuse me. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I think I might have spelled the last name incorrectly, but I have [PII] first of all, um, and date of birth is [PII].
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] All right, thank you. It would be a pleasure to help you with eligibility and benefits for, do you have greatly?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] [PII], correct, yes.
[AGENT][NEUTRAL] we have [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes it's a very weird last name.
[AGENT][POSITIVE] OK. Yeah, for sure.
[CUSTOMER][NEUTRAL] And I, and he said his, his son was on that policy too. I did not get his son's information. It's his son that I actually will have as the patient, um, and unfortunately I didn't get his information, but we're trying to see if the who you who this is contracted through.
[AGENT][NEUTRAL] OK, so I can help you with that. So this policy is active as of [PII]. This is a UCR plan. It does not participate in network, um, there's no network.
[AGENT][NEUTRAL] So he can go to any dental provider and we pay at a percentage of UCR. I will tell you there is a 12 month waiting, well, he's already exhausted that 12 month waiting period for major procedures and that has been satisfied.
[CUSTOMER][NEUTRAL] Oh perfect OK and what's VCR you said?
[AGENT][NEUTRAL] You see our usual customary rate in your area.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it doesn't go by fee scale. We fee scale, we pay at a percentage of whatever the usual rate in your area is.
[CUSTOMER][NEUTRAL] No fee schedule just normal rates.
[CUSTOMER][NEUTRAL] OK, so who would I put the like who would I put as.
[CUSTOMER][NEUTRAL] The carrier
[AGENT][NEUTRAL] APL
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then just
[CUSTOMER][NEUTRAL] See, and I don't know.
[CUSTOMER][NEUTRAL] Our fee schedules are.
[AGENT][NEUTRAL] So what you would do
[CUSTOMER][NEUTRAL] Contracted.
[AGENT][NEUTRAL] Yeah, you're gonna use whatever uh the dental fee schedules are for your office.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then we'll look up according to the location.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And pay out a percentage of the rate in the.
[AGENT][NEUTRAL] The customer rate in that area.
[CUSTOMER][NEUTRAL] OK, I understand, so it's not a PPO, it's got no network. The 12 month waiting for major has been satisfied, OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And does he have um does he have other people on on this plan in his family?
[AGENT][NEUTRAL] It is a family coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect and is there any way you can have that faxed over to me?
[AGENT][POSITIVE] OK, I'm already working on that for you.
[CUSTOMER][POSITIVE] I really appreciate that.
[AGENT][NEUTRAL] I could hear the need.
[CUSTOMER][NEUTRAL] Yes, I, I, I wanna get him in real bad, but um let me know when you're ready for that fax number, and then [PII], I will also need a reference number for today's call.
[AGENT][NEUTRAL] OK, I can I can assist you with all of that. Let me just get this ready to fax and we'll get that fax number now. The group name and number will not be listed on the breakdown. If you need that, I can provide that as well. Or when he brings a card in, it will have the group name and number on it.
[CUSTOMER][POSITIVE] I would appreciate if you could add that on to there for me.
[AGENT][NEUTRAL] There's not really a place to add it. I can give it to you. Yeah, let me finish writing his name because got to spell it right. OK, so his group number is.
[CUSTOMER][NEUTRAL] Oh, you just tell me? Yeah, of course.
[AGENT][NEUTRAL] 222, so it's 32s, 10.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And the group name is Universal Trucking B line delivery, and it's be like the bumble.
[CUSTOMER][NEUTRAL] Universal Trucking B line.
[AGENT][NEUTRAL] Delivery.
[CUSTOMER][NEUTRAL] Delivery.
[AGENT][NEUTRAL] Yeah, and on the breakdown you're gonna get the calendar year max that is per person on the policy, um, the deductibles, the frequencies, the limitations, billing information.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then for each procedure that's covered, it will have the frequencies for that if it applies.
[CUSTOMER][POSITIVE] Perfect. I really appreciate it. That is awesome um are you ready for my fax number?
[AGENT][NEUTRAL] I am ready, [PII].
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that just to verify, is [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] [PII], that is on the way for you. You should be receiving that shortly.
[CUSTOMER][NEUTRAL] OK and then can I just get a reference number for the call?
[AGENT][NEUTRAL] Sure, the reference number is my name and today's dat[PII].
[CUSTOMER][POSITIVE] Mhm perfect.
[AGENT][POSITIVE] And it's been such a pleasure to assist you with that breakdown, [PII]. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Yes you too thank you so much bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.