AccountId: 011433970860
ContactId: a3cdd414-6e96-4bee-8eb8-3e7b5841977b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251960 ms
Total Talk Time (AGENT): 102954 ms
Total Talk Time (CUSTOMER): 95768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/a3cdd414-6e96-4bee-8eb8-3e7b5841977b_20250408T15:56_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from a dental office. My name is [PII]. I'm looking to verify benefits for a patient, please.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Yes it's [PII].
[CUSTOMER][NEUTRAL] And it is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yep, I have 02607862.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and the policy is still active. And for a breakdown of the benefits and the fee schedule, I can fax that to you. You should receive it in about 10 minutes.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] OK. And your fax number?
[CUSTOMER][POSITIVE] Yes ma'am, that'd be great thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. So that's Attention Lane, [PII].
[CUSTOMER][NEUTRAL] can you send us your
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah, um, while I have you on the phone, if I can just verify a few things, can you let me know what the patient's max is for the year?
[AGENT][NEUTRAL] Um, yes, ma'am. OK.
[AGENT][NEUTRAL] OK. The benefit maximum is $500 per calendar year, but there is a $50 deductible that needs to be met first.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $50 deductible and that applies to everything to all services?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So we're.
[CUSTOMER][NEUTRAL] So you're not, so you still you you still chart everything.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there any ortho coverage with this plan?
[CUSTOMER][NEUTRAL] E
[AGENT][NEGATIVE] No, orthodontic is not covered.
[CUSTOMER][NEUTRAL] OK perfect um and then could I have frequency 44341 please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, you still collect so.
[AGENT][NEUTRAL] OK, that's not showing up on the benefits.
[CUSTOMER][NEUTRAL] Oh, OK, so does that mean it's not a covered service?
[AGENT][NEUTRAL] That's correct. If it's not on the um list of benefits. Yes, ma'am. It's not covered.
[CUSTOMER][NEUTRAL] Usually.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, um, would you be able to just verify then is this a preventative only a preventative plan only?
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Get to around and be like oh well maybe I want this.
[AGENT][NEUTRAL] No, there are some radiographic expenses, expenses, basic expenses as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But that's about it.
[CUSTOMER][NEUTRAL] And basic OK.
[CUSTOMER][NEUTRAL] Alrighty OK thank you I'll wait for that fax back. Can I have a reference number please?
[AGENT][NEUTRAL] Um, yes, ma'am. So the reference number, you can use my name and today's date. Um my name is [PII]. It's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That'll be all thank you.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm