AccountId: 011433970860
ContactId: 9a46379e-bd46-43e0-a4a0-dc7a3c0a584d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282869 ms
Total Talk Time (AGENT): 76555 ms
Total Talk Time (CUSTOMER): 69972 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/9a46379e-bd46-43e0-a4a0-dc7a3c0a584d_20250328T15:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII]. I'm calling from Market Dental.
[AGENT][NEUTRAL] I'm sorry, could you
[CUSTOMER][NEUTRAL] How are you doing today?
[AGENT][POSITIVE] I'm doing well. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what can we help you with today, [PII]?
[CUSTOMER][NEUTRAL] So I'm calling to verify the disability and benefits for the patient. Could you please help me with that?
[AGENT][POSITIVE] Yes, I can check really benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 614283.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Patient name is
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and if you'd like I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Can we go through this call if you don't mind?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can we go through this call?
[AGENT][NEUTRAL] Of course I could still answer uh questions for you over the phone um but I can also send you the fax back as well if you'd like.
[CUSTOMER][NEUTRAL] Yeah, yeah. I have certain codes, could you please check me with that. Uh, may I know the individual family relatables?
[AGENT][NEUTRAL] I'm sorry, [PII], could you repeat that?
[CUSTOMER][NEUTRAL] May I know the individual, family, and your max?
[AGENT][NEUTRAL] Yes, um, OK, so of course I will let you know verification of coverage is not a guarantee of payment for claims. Their calendar year maximum is $1000 that deductible is $50 which does not apply to exam or report fees.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And this is a fee schedule policy, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. May I know the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] 08
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any group name and group number?
[AGENT][NEUTRAL] Uh let me check that one moment.
[AGENT][NEUTRAL] No, there's no group number or group name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The due date is a minute.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is there any use amount in deductibles?
[AGENT][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] Is there any use amount and editables?
[AGENT][NEUTRAL] Uh, let me see if any has been used so far this year.
[AGENT][NEGATIVE] No, nothing has been used or met so far this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or is orthodontics is the covered benefit?
[AGENT][NEUTRAL] Was what a covered benefit? I'm sorry?
[CUSTOMER][NEUTRAL] Orthodontics is orthodontics the covered benefit?
[CUSTOMER][NEUTRAL] Hello, I'm audible?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, hello.
[CUSTOMER][NEUTRAL] Uh testing
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mhm