AccountId: 011433970860
ContactId: a2d39fb4-43d9-4173-a6b1-ff51ef9d41ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245039 ms
Total Talk Time (AGENT): 88457 ms
Total Talk Time (CUSTOMER): 135055 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/a2d39fb4-43d9-4173-a6b1-ff51ef9d41ad_20250211T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to get a breakdown or some uh see if the patient is active on their insurance still.
[AGENT][POSITIVE] All right. I'm happy to help. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is let me get back in it uh.
[CUSTOMER][NEUTRAL] Let's see 410295-877.
[AGENT][NEUTRAL] Alright, let me try that here. Give me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure thing.
[AGENT][NEUTRAL] That doesn't pull up anybody. Do you have their name or social? We can try those.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have their name as [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, and that was their social, the one I gave you.
[AGENT][NEUTRAL] Oh what
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Just kidding. All right.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And date of birth [PII]. Alright, we're looking for dental coverage, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Uh, patient plan is active. The effective date is [PII]. Do you need the policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Policy number is 617,340.
[AGENT][NEUTRAL] And then I can also send a fax back with a breakdown of benefits.
[CUSTOMER][POSITIVE] Yeah that'd be great and also does it have like a group number of any kind?
[AGENT][POSITIVE] Yeah, absolutely, let me get that for you. Group number is.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Actually it doesn't looks like it's a self-funded one. There's no group number.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] So it's individual.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's under APL you said principal? OK.
[AGENT][POSITIVE] Yes ma'am, yeah.
[CUSTOMER][NEUTRAL] OK, and if it um.
[CUSTOMER][NEUTRAL] Because we have a new program we have to enter if if there's one that we don't have. Does this one have any kind of uh missing two claws?
[AGENT][NEUTRAL] Uh, let me double check. Let's see.
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][NEUTRAL] Yes, it does. Policy has a missing tooth clause, yeah.
[CUSTOMER][NEUTRAL] OK, and any kind of downgrades on posterior, uh, fillings or crowns?
[AGENT][NEUTRAL] No downgrade.
[CUSTOMER][POSITIVE] No downgrades, OK.
[CUSTOMER][NEUTRAL] And did you prep on a seat or or uh prep dates?
[AGENT][NEUTRAL] Either it doesn't matter.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Doesn't matter, OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And um there's normally another question I have to ask.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm thinking out of my head here real quick, um, no waiting periods, right?
[AGENT][NEUTRAL] Oh, let's see. No, not that I see.
[CUSTOMER][NEUTRAL] OK, and any kind of um does is deductible waived on preventive?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK and now let's see.
[CUSTOMER][NEUTRAL] And everything else like for uh frequencies like on cleanings and exams and is all that on there? OK, OK, I'll go ahead and give you my fax number that way you can send it to me it's all good. OK, I'm. [PII].
[AGENT][POSITIVE] Yes, ma'am, absolutely. Uh-huh.
[AGENT][NEUTRAL] All right, go ahead.
[CUSTOMER][POSITIVE] Yeah, it was my good hands. I wasn't gonna give you my bad one.
[AGENT][NEUTRAL] And that was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, should we mark that attention to anybody?
[CUSTOMER][NEUTRAL] Start on the.
[CUSTOMER][POSITIVE] Oh, it'll it'll, all of us will get it anyways.
[AGENT][POSITIVE] OK. Not a problem. Anything else I can help with?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] No, ma'am, that'll be all. Thank you so much.
[AGENT][POSITIVE] All right. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.