AccountId: 011433970860
ContactId: 9e3bbcb0-f023-4787-8e03-03b21d6bc176
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148419 ms
Total Talk Time (AGENT): 84053 ms
Total Talk Time (CUSTOMER): 42668 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/9e3bbcb0-f023-4787-8e03-03b21d6bc176_20250130T13:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify or get a breakdown of benefits for a patient.
[AGENT][NEUTRAL] OK, so you're calling from a dental office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII]. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I have a subscriber ID, the policy number, I guess that's the same thing is 02486457.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII]. And so we're checking eligibility and then dental benefits. Would you like the schedule faxed over uh to you?
[CUSTOMER][POSITIVE] Yes please that'd be perfect.
[AGENT][NEUTRAL] OK, and what, OK, what's that number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So the policy effective date is [PII].
[AGENT][NEUTRAL] Policy is active at this time?
[AGENT][NEUTRAL] On the schedule of benefits, it'll include the calendar year max and deductible information, the common limitations, exclusions, uh, frequencies, claims payer ID, mailing address, and fax number, and each procedure code that's covered by this plan. There is a 12 month waiting period for major services, so, um, this family will not be eligible until June of this year for any major.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Services
[AGENT][NEUTRAL] And did you have any other questions before we get the schedule faxed over to you?
[CUSTOMER][NEUTRAL] No, I'm just getting that note added in because somebody put it as January of this year they'd be eligible, but I'm gonna change that to June.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, no, that's it.
[AGENT][NEUTRAL] All right, so you should receive the schedule within the next 5 to 7 minutes and we'll we're sending it to [PII], right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All righty. It is on its way.
[CUSTOMER][POSITIVE] OK perfect thank you so much you have a great day.
[AGENT][POSITIVE] All right. If no other questions, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.