AccountId: 011433970860
ContactId: b16beb0d-5534-4c29-bb84-71f643877fdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1663630 ms
Total Talk Time (AGENT): 425447 ms
Total Talk Time (CUSTOMER): 728241 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/b16beb0d-5534-4c29-bb84-71f643877fdc_20250107T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hello [PII], this is [PII] calling from the dental office. Um, can you help me to check some information regarding dental benefits?
[AGENT][NEUTRAL] I can assist you with benefit information. Can you spell your name for me?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]
[AGENT][NEUTRAL] OK, [PII]. And what's the policy number?
[CUSTOMER][NEUTRAL] Um, yeah, policy number is 02546508.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, sorry, can you repeat that?
[AGENT][NEUTRAL] Your phone number in case we are disconnected?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK. Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thanks for verifying that [PII], do you, would you like to schedule of benefits faxed over to you?
[CUSTOMER][NEUTRAL] Um, no need for that, um, just want to ask you um.
[CUSTOMER][NEUTRAL] Question for this patient.
[AGENT][NEUTRAL] OK, what are your questions?
[CUSTOMER][NEUTRAL] And clarify.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, first, can you double check the employer name and the group number is that.
[AGENT][NEUTRAL] The group number is 25811 Universal Trucking is the name of the group.
[CUSTOMER][NEGATIVE] Avoid the
[CUSTOMER][NEUTRAL] Sorry, can you repeat that? Your very so.
[AGENT][NEUTRAL] 25811.
[AGENT][NEUTRAL] The group name is Universal Trucking.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] And this insurance company is APL, is that right?
[AGENT][NEUTRAL] You're speaking with American Public Life.
[CUSTOMER][NEUTRAL] American Public Life OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] By the way, um, the
[CUSTOMER][NEUTRAL] The dentist is in network here, is that right?
[AGENT][NEGATIVE] There is no provider network for this policy.
[CUSTOMER][NEUTRAL] Double check
[CUSTOMER][NEGATIVE] Oh no provider.
[AGENT][NEUTRAL] It's, they can choose a provider of their cho the patient can choose a provider of their choice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But is this in network or out network?
[AGENT][NEUTRAL] There is no network, [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Also, there is no um
[CUSTOMER][NEUTRAL] Um, uh, please get for this.
[AGENT][NEUTRAL] It's based on usual customary and reasonable rates UCR.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] UR fee OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, um, how about the coverage of this plan? Is this a member and spouse only?
[AGENT][NEUTRAL] Individual policy.
[CUSTOMER][NEUTRAL] Oh, the individual policy.
[AGENT][NEUTRAL] I'm sorry, it's individual and spouse.
[CUSTOMER][NEUTRAL] Oh, OK, OK, copy that, um, how about the effective date?
[AGENT][NEUTRAL] [PII] policy is active.
[CUSTOMER][NEUTRAL] OK, and is this a calendar year?
[AGENT][NEUTRAL] It is calendar year.
[CUSTOMER][NEUTRAL] OK. How about the maximum benefits and it's remaining also for the deductible and
[AGENT][NEUTRAL] The $1500 calendar, your maximum per person, a $50 calendar year deductible per person up to $50 150 dollars for the family.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nothing has been used for maximum and deductible, right?
[AGENT][NEGATIVE] And no benefits to use for either.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And is also covered here? Is there any ortho benefit?
[AGENT][NEGATIVE] Orthodontic is not covered.
[CUSTOMER][NEGATIVE] OK, no the benefit.
[CUSTOMER][NEUTRAL] And also can you provide the preventive basic and major.
[CUSTOMER][NEUTRAL] Um, for insurance. Also, for including the oral surgery, um, crown per uh endo.
[AGENT][NEUTRAL] OK, what am I providing you the percentage that it's covered?
[CUSTOMER][NEUTRAL] Yeah, the the.
[AGENT][NEUTRAL] OK, so preventive is reimbursed at 100% of UCR.
[AGENT][NEUTRAL] Basic is reimbursed at 80% of UCR and Major is reimbursed at 40% of UCR. There is a 12 month waiting period for major.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you.
[CUSTOMER][NEUTRAL] And you said that the.
[CUSTOMER][NEUTRAL] the procedure that will that is.
[CUSTOMER][NEUTRAL] Well, that is um.
[CUSTOMER][NEUTRAL] That has the waiting period for for major.
[AGENT][NEUTRAL] The 12 month waiting period for all major services.
[CUSTOMER][NEUTRAL] Oh, for all major.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] How about the oral surgery, um,
[CUSTOMER][NEUTRAL] Also get car insurance.
[AGENT][NEUTRAL] OK, I'm sorry, repeat the question.
[CUSTOMER][NEUTRAL] Um, for the oral surgical insurance.
[AGENT][NEUTRAL] Spell that for me.
[AGENT][NEUTRAL] I'm not understanding what you're saying.
[CUSTOMER][NEUTRAL] Um oral surgery, O R A L S U R G E R Y, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that would be major, that's major.
[CUSTOMER][NEUTRAL] Oh, that's me 40%.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How about the crown and the Imperial?
[AGENT][NEUTRAL] Major.
[CUSTOMER][NEUTRAL] Major 2.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How about, um, is pre-authorization mandatory here?
[AGENT][NEUTRAL] It's not mandatory.
[CUSTOMER][NEUTRAL] Is there any suggested over price?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Double check
[CUSTOMER][NEUTRAL] Is there any suggested overprice?
[AGENT][NEUTRAL] He
[AGENT][NEUTRAL] Is there any suggested overpriced? What do you mean?
[CUSTOMER][NEUTRAL] Um, because, um,
[AGENT][NEUTRAL] I'm not sure what you mean.
[CUSTOMER][NEUTRAL] OK, um, next question is, will, will payment be refused if no pre-authorization is sent?
[AGENT][NEUTRAL] OK, I'm sorry, repeat the question.
[CUSTOMER][NEUTRAL] Will the payment be refused if no pre-authorization is sent?
[AGENT][NEUTRAL] OK, so we can't guarantee payment until we get the claim form and authorization is not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what, and how about the coordination of benefits is it standard or none?
[AGENT][NEUTRAL] Standard, it's standard.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is for extraction um covered here?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Prior extraction, is there a missing tooth loss or no?
[AGENT][NEGATIVE] There is a missing tooth calls.
[CUSTOMER][NEUTRAL] So the prior extraction is covered. Is that right?
[AGENT][NEGATIVE] There is a missing tooth cloth.
[AGENT][NEUTRAL] The, the policy does not, well, I'm sorry, the policy does not have a missing tooth clause or it does have a missing tooth clause. So there is a missing tooth clause under the policy.
[CUSTOMER][NEUTRAL] Missing
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, how about the, um, can you check if 2391 is downgraded or not?
[AGENT][POSITIVE] There are no downgrades.
[CUSTOMER][NEUTRAL] OK, and what is the frequency of the 391?
[AGENT][NEUTRAL] 2391. What is that for?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the procedure code.
[AGENT][NEUTRAL] But what's the name of the, what's the description of the code?
[CUSTOMER][NEUTRAL] Um, posterior composite.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for the policy it says replacement of existing only if in place for 24 months and maximum of 1 each tooth per 24 months.
[AGENT][NEUTRAL] And I can fax you over the, the limitations for this policy if you have several codes, I'm gonna need to fax this over to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your fax number?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. That's my fax number.
[AGENT][NEUTRAL] That's the same as your phone number.
[AGENT][NEUTRAL] That you gave me.
[CUSTOMER][NEUTRAL] Um yeah.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, um, can you provide the mailing address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] 50.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] 71
[CUSTOMER][NEUTRAL] Gosh.
[CUSTOMER][NEUTRAL] [PII] right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the payer's ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] OK, um, just a.
[CUSTOMER][NEUTRAL] Few codes here um for arresting and bone grab. Can you check if that is covered?
[AGENT][NEUTRAL] What is the procedure code, [PII]?
[CUSTOMER][NEUTRAL] OK, Arin is 4381.
[CUSTOMER][NEUTRAL] Bone graph is 7953.
[AGENT][NEUTRAL] 795.
[CUSTOMER][NEUTRAL] 3.
[AGENT][NEUTRAL] OK. And I just faxed you over the schedule. Will you get that while you're on the phone?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should check one.
[CUSTOMER][NEUTRAL] Export
[CUSTOMER][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] 434381.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is that for?
[CUSTOMER][NEUTRAL] Um arrestin.
[CUSTOMER][NEUTRAL] If, if that is covered or not.
[CUSTOMER][NEUTRAL] For yeah same like one movie.
[AGENT][NEUTRAL] OK, so under that code 4381, I'm showing it to be a localized delivery of chemotherapeutics.
[CUSTOMER][NEUTRAL] So, is this covered?
[AGENT][NEUTRAL] Is that what you're looking for? Is that what that is?
[AGENT][NEUTRAL] It is covered under major.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, that is covered. So,
[CUSTOMER][NEUTRAL] Now the bond girl.
[AGENT][NEUTRAL] But there's a 12 month waiting period for major.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the 7953.
[CUSTOMER][NEUTRAL] Yeah, uh, just
[CUSTOMER][NEUTRAL] In that network but apparently, um, last year.
[AGENT][NEUTRAL] 7953.
[CUSTOMER][NEUTRAL] But we are also.
[AGENT][NEGATIVE] It's not covered by the policy.
[CUSTOMER][NEUTRAL] OK, not covered. OK, I'm just checking the fact.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you receive the fax, [PII]?
[CUSTOMER][NEUTRAL] Um, OK, one moment, just checking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where is the fax?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think there is no fact here that
[CUSTOMER][NEUTRAL] I receive.
[CUSTOMER][NEUTRAL] Because the last one that you sent here is [PII].
[AGENT][NEUTRAL] Of this year?
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] Do you have a copy of it?
[CUSTOMER][NEUTRAL] Um, no, um, I, I didn't receive any, any fax for this patient.
[AGENT][NEUTRAL] Do you have any other questions?
[CUSTOMER][NEUTRAL] Um, yeah. OK, um.
[CUSTOMER][NEUTRAL] OK, can you check this, the frequency of these codes?
[AGENT][NEUTRAL] How many codes do you have, [PII]?
[CUSTOMER][NEUTRAL] Um, I have for the exam 22 for the exam, um, 0120 and 0140 also for FMX and panel.
[AGENT][NEUTRAL] And what are the codes for those two procedures?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, yeah, for FMX panel, um, for FMX, um, 0 to 10.
[CUSTOMER][NEUTRAL] And for pano is 03304 by wing um 0274.
[AGENT][NEUTRAL] So the frequencies
[CUSTOMER][NEUTRAL] Um, for flu, right?
[AGENT][NEUTRAL] Mhm. I'll go ahead and give you the frequencies under the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Also, if there are, there has um history.
[AGENT][NEUTRAL] There is no history for the patient. We've not received any claims. So for cleanings, uh, the frequency is once every 6 months.
[CUSTOMER][NEUTRAL] That might affect
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] registered.
[AGENT][NEUTRAL] Exams
[CUSTOMER][NEUTRAL] That is for pro pro, right?
[AGENT][NEUTRAL] For cleanings, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Exams our frequency is 2 per 12 month period.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just want to get out.
[AGENT][NEUTRAL] White wings frequency is once per twelve-month period.
[CUSTOMER][NEUTRAL] Once for 12 months, OK.
[AGENT][NEUTRAL] The FMX and Peno is once every 5 years.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Crown's bridges, frequency is once every 7 years per tooth.
[CUSTOMER][NEUTRAL] 7 years, OK.
[AGENT][NEUTRAL] Once every 7 years per tooth.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the frequency for partials and dentures is once every 5 years.
[CUSTOMER][NEUTRAL] Hey, so
[CUSTOMER][NEUTRAL] That is for dentures, OK. 5 years.
[AGENT][NEUTRAL] Partial and dentures.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, how about the route planning or route scaling rather 4341?
[AGENT][NEUTRAL] And I can do 3 more codes.
[CUSTOMER][NEUTRAL] OK, I give it all to you.
[AGENT][NEUTRAL] I can do 3 more. Go ahead with the 3.
[CUSTOMER][NEUTRAL] The coach. I
[CUSTOMER][NEUTRAL] Yeah so uh.
[AGENT][NEUTRAL] You gave me 4341.
[CUSTOMER][NEUTRAL] OK. Um, if 4910.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Also, the flu, right? that I mentioned earlier, um 1208.
[AGENT][NEUTRAL] We gave you the, we gave you the frequency for the fluoride.
[CUSTOMER][NEUTRAL] Um, but.
[CUSTOMER][NEUTRAL] What did, what did you have said, um.
[AGENT][NEUTRAL] And what was the last code?
[CUSTOMER][NEUTRAL] Um 0140.
[AGENT][NEUTRAL] 0140.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, didn't we just go over those? The 120 and 140?
[CUSTOMER][NEUTRAL] Um, it's the church frequency and same frequency?
[AGENT][NEUTRAL] So D D 0 120, 40, 50, 60 and 80 shares frequencies.
[CUSTOMER][NEUTRAL] OK, and same 2 for 12 months.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] In procedures 2100 210, 277 and 330 shares frequencies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the bite wings procedures D 0270, 272 and 274 share frequencies.
[CUSTOMER][NEUTRAL] How about the
[CUSTOMER][POSITIVE] I'm sorry for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna move back up to procedure code 4341.
[CUSTOMER][NEUTRAL] So for the and those.
[AGENT][NEUTRAL] That's for [PII] scaling.
[CUSTOMER][NEUTRAL] So it's just a natural it's.
[AGENT][NEUTRAL] It's a maximum of 1 each quadrant per 24 months.
[CUSTOMER][NEUTRAL] OK. That is for re planning, right? 4 341.
[AGENT][NEUTRAL] Procedure 4341.
[CUSTOMER][NEUTRAL] 1 for 24 months, OK.
[CUSTOMER][NEUTRAL] OK, how about the.
[AGENT][NEUTRAL] One each quadrant per 24 months for the D 4341.
[AGENT][NEUTRAL] Moving to D 4910.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's for periodontal maintenance.
[AGENT][NEUTRAL] The frequency is a maximum of 1 procedure per 6 months.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What is the co-insurance for 14,910?
[AGENT][NEUTRAL] OK, so preventive is 80%. Basic is, uh, preventive is 100%, basic is 80, major is 40%.
[CUSTOMER][NEUTRAL] Um, no, um, the 4910, what, what is the percentage of that?
[AGENT][NEUTRAL] What category does that fall in? Is it basic or major?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's under, it's, it's major. That's under periodontal.
[CUSTOMER][NEUTRAL] And can you
[AGENT][NEUTRAL] So it's 40%
[CUSTOMER][NEUTRAL] Oh, it's under Prayo the 14,910 and, and is it, it shares with prophylaxis.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, are we back to the fluoride?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And cleanings?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what procedure code?
[CUSTOMER][NEUTRAL] For cleaning, um 1110 and for fluoride is 1208. Can you check if proffi is shared with 4910?
[AGENT][NEUTRAL] I don't show that they share frequencies.
[CUSTOMER][NEUTRAL] Oh, so this is separate.
[CUSTOMER][NEUTRAL] or
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The limited oral evaluation you gave me a D0140.
[AGENT][NEUTRAL] The limitation
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is limited to two oral evaluation procedures in any 12 month com combination we went over this one and it shares frequencies with 120, 150, 160, and 180.
[CUSTOMER][NEUTRAL] Um, yeah, um, how about the frequency of flu, right?
[AGENT][NEUTRAL] For the fluoride?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] only.
[AGENT][NEUTRAL] It's limited to dependent children under the age of [PII].
[AGENT][NEUTRAL] A maximum of 1 procedure for 12 month period.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, maximum of 19.
[CUSTOMER][NEUTRAL] 42
[CUSTOMER][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] You mentioned earlier that there is no um
[CUSTOMER][NEUTRAL] There is no, um, I mean.
[CUSTOMER][NEUTRAL] History for this patient as of now.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can you, um,
[CUSTOMER][NEUTRAL] I only have left 6 codes to check.
[CUSTOMER][NEUTRAL] Home only the coinsurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then go ahead.
[CUSTOMER][NEUTRAL] Can you check this one.
[CUSTOMER][NEUTRAL] This is the last quote I have. OK. Um, for implant, um, 6010.
[AGENT][NEGATIVE] Implants are not covered. They're not covered.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, all the codes for the.
[AGENT][NEUTRAL] Implants are not covered or related services are not covered.
[CUSTOMER][NEUTRAL] Oh, the plant is not covered. OK, how about the night guards?
[CUSTOMER][NEUTRAL] Is that covered?
[AGENT][NEUTRAL] What code for the loo?
[CUSTOMER][NEUTRAL] Um, [PII], 9945 and [PII].
[AGENT][NEUTRAL] The phone number that you gave me, is that a direct number to you or is that just to the main number for the office?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, the number of the main.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this policy covers [PII], and [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] How about the [PII], is that covered?
[AGENT][NEUTRAL] The policy only covers [PII], and [PII].
[CUSTOMER][NEUTRAL] For Olo sir, OK.
[CUSTOMER][NEGATIVE] So this, this code is for is not covered.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] OK, uh-huh.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] OK, one moment, just checking.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] Oh yeah, I forgot the sealants.
[CUSTOMER][NEUTRAL] Um, the age level.
[AGENT][NEUTRAL] Are you wanting the the frequencies?
[CUSTOMER][NEUTRAL] Um, no, the age limitation.
[AGENT][NEUTRAL] OK, so your patients are adults. So.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] The age limitation, it's for dependent [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think that's all I need for this.
[AGENT][NEUTRAL] Under age [PII].
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Oh, so now, OK.
[CUSTOMER][NEUTRAL] And can you confirm if this is a reimbursement plan?
[AGENT][NEUTRAL] What do you mean?
[CUSTOMER][NEUTRAL] Because you said earlier that for the coinsurance for preventive um 100% UCR reimbursement, is that right what I hear.
[AGENT][NEUTRAL] And so what did you mean by your question?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK, never mind with that. OK. Um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, now may I have the reference number of this call?
[AGENT][NEUTRAL] It's gonna be my name and today's date, [PII]
[AGENT][NEUTRAL] First initial last name is [PII], and any information [PII] provided today is verification, not a guarantee of payment. Anything else?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I actually have the
[CUSTOMER][NEUTRAL] The spouse of [PII], but I think they have the same.
[AGENT][NEUTRAL] It's the same benefit.
[CUSTOMER][NEUTRAL] They have
[CUSTOMER][NEUTRAL] Yeah, same benefits, OK, OK, yeah, um, I think that's all I need for this patient. Now may I have the, oh, the number.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL and have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh