AccountId: 011433970860
ContactId: ac5c6c14-e671-4a6a-b124-f20b98b27b63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206279 ms
Total Talk Time (AGENT): 116999 ms
Total Talk Time (CUSTOMER): 79146 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/ac5c6c14-e671-4a6a-b124-f20b98b27b63_20250228T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII].
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental office in [PII] and I'm trying to get uh benefits faxed on a patient, please.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with benefits. What is a good callback number please, ma'am?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's under her husband [PII]. Last name is [PII]
[AGENT][NEUTRAL] Do you have his policy certificate number?
[CUSTOMER][NEUTRAL] 02283376
[AGENT][NEUTRAL] Thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The patient's name is [PII], same last name, [PII], and her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. It would be my pleasure to assist you with eligibility and benefits for [PII].
[AGENT][NEUTRAL] I'm showing that you're very welcome. I'm showing her policy is active as of [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this is for dental, correct?
[CUSTOMER][POSITIVE] You're correct, yes.
[AGENT][NEUTRAL] All right, thank you. And I do have a breakdown that I can fax you. It will have the calendar year max, deductibles, frequencies, limitations. It will have our billing information and [PII].
[CUSTOMER][POSITIVE] We have percentages like major basic restored of all that? Oh cool awesome.
[AGENT][NEUTRAL] It does. It does.
[AGENT][NEUTRAL] And the policy does not participate in the network. We paid a percentage of UCR.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group name and number will not be listed on the breakdown, and I can provide that for you if needed.
[CUSTOMER][NEUTRAL] I think I have the group number is 15396.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And what is the name? is it just APL or?
[AGENT][NEUTRAL] The group name is Universal Trucking.
[CUSTOMER][POSITIVE] Thank you, Universal Trucking.
[AGENT][NEUTRAL] And it's
[AGENT][NEUTRAL] Al Tom, A L T O N Transport.
[CUSTOMER][NEUTRAL] A L T O N as in Nancy.
[AGENT][NEUTRAL] M as in Mike Transport.
[CUSTOMER][NEUTRAL] Universal Trucking Alton Transport. Got it.
[AGENT][NEUTRAL] That's the group name. APL is the company is a.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I have got that fax back ready for you. What's your fax number, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this right down to [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] [PII], that is on the way for you. Is there anything, let me check one other thing. There's a 12 month waiting period.
[AGENT][NEUTRAL] 21 23 21 24 she has satisfied that 12 month waiting period for major, yeah.
[CUSTOMER][NEUTRAL] She's OK.
[CUSTOMER][POSITIVE] Major met alright, thank you very much for your help this morning.
[AGENT][POSITIVE] Well, [PII], it was my pleasure to assist you with that breakdown today. Thank you for calling the APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.