AccountId: 011433970860
ContactId: 9bffde21-2c41-42fa-8d3d-51c3b24777fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225160 ms
Total Talk Time (AGENT): 122991 ms
Total Talk Time (CUSTOMER): 70406 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/9bffde21-2c41-42fa-8d3d-51c3b24777fa_20241230T15:41_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] Hey there I'm calling for benefits and eligibility for a patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and a good callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 02361945
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] All right, thank you. It would be my pleasure to assist you with benefits and you're calling for dental coverage.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][POSITIVE] All right, thank you. Uh.
[AGENT][NEUTRAL] [PII], I am showing that his policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this policy is a UCR policy, no network participation.
[AGENT][POSITIVE] And I do have a a breakdown I can fax to you if you're interested. It has the calendar, your max, deductibles, frequencies, limitations, all that good stuff.
[CUSTOMER][NEUTRAL] Yep, please, yep.
[CUSTOMER][POSITIVE] We'll take it. Thank you.
[AGENT][NEUTRAL] It does also have our billing address listed.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, you can fax or submit by electronic payer ID or mail.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I put it to your attention, [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Now I would say it will not have the group name and number listed on that fax back. Do you need that as well?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, let me give that to you.
[AGENT][NEUTRAL] Getting that pulled up.
[AGENT][NEUTRAL] Group number is.
[AGENT][NEUTRAL] 14585
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Group name is Universal Trucking.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Anderson Trucking, yeah, and then it's Anderson Van.
[CUSTOMER][NEUTRAL] Universal
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this to [PII].
[CUSTOMER][NEUTRAL] chose today
[CUSTOMER][NEUTRAL] For my appointment OK.
[AGENT][POSITIVE] Alright, that has been sent for you. You should be receiving it shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Um, you said it's UCR, so it, it's not under like a PPO plan or anything like that. I'm trying to understand this, um.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] Sure. So with this policy, he can go to any dental provider. There's no network participation.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, but it's the UCR plan.
[AGENT][NEUTRAL] We pay a UCR fee.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, got it. OK, and then everything else max and everything waiting periods, if any, that would all be on the fax back?
[AGENT][NEUTRAL] It is.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] It's my pleasure. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] Well thank you for calling APL Kim. I hope you have a wonderful day and a happy new year.
[CUSTOMER][POSITIVE] Thanks take care.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Alright bye.