AccountId: 011433970860
ContactId: a2ccbdfe-fbd5-4131-a507-bf4883d4d75d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 522090 ms
Total Talk Time (AGENT): 95345 ms
Total Talk Time (CUSTOMER): 73280 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/a2ccbdfe-fbd5-4131-a507-bf4883d4d75d_20250610T21:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling to get eligibility and benefits on a patient.
[AGENT][POSITIVE] Sure, I can assist you with the eligibility and benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Integrity Dental.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, the ID number I have is 595563.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and you need this benefit information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, if I could get a fax back that'd be great.
[AGENT][NEUTRAL] Yes, what is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII]. OK, I went ahead and send that over. It was sent successfully. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, can you tell me what the guide is used?
[AGENT][NEUTRAL] This one pays a flat amount based on the quotes.
[AGENT][NEUTRAL] So what I'm sending you is the amount that we cover for each code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so there's like no percentages or maximum deductible any of that? OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] There is a maximum and there's a deductible, but there's no percentages. So the calendar year maximum, and this is not a guarantee of payment, just a verification of coverage is $1000 with the $50 deductible and deductible does not apply to exams and pro fees and that's also listed on the fax back.
[CUSTOMER][NEUTRAL] OK, so it just specifically goes off of fees for each procedure.
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, so then the patient would be responsible for the.
[AGENT][NEUTRAL] For any remaining
[CUSTOMER][NEUTRAL] The fee between
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What you pay and what our office charges.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alrighty, that is what I needed to know um if I could just get a reference number for that please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh yeah, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much you have a great day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yes bye bye.