AccountId: 011433970860
ContactId: b38d2c67-c08f-4f8a-ae0c-09bd444430d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217800 ms
Total Talk Time (AGENT): 105554 ms
Total Talk Time (CUSTOMER): 57694 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/b38d2c67-c08f-4f8a-ae0c-09bd444430d4_20250325T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm a dental depot provider, and I was calling to verify benefits.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02550928
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, and just submit advise you that verification of coverage does not guarantee payment of claims.
[AGENT][NEUTRAL] Um, let's see, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Inpatient and it's a yes an office visit.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, for inpatient, we cover up to 5000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[AGENT][NEUTRAL] And for
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Services provided in office, the charges that, that goes towards the co-insurance and the deductible. After the primary insurance processes the claim, we cover up to 5000 per calendar year as well, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK, um, what is the group number for this policy?
[AGENT][NEUTRAL] OK. The group number is.
[AGENT][NEUTRAL] 236-33.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Could you send me
[CUSTOMER][NEUTRAL] Yes, could you send me a fax of that?
[AGENT][NEUTRAL] Of the, of the policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Yes, ma'am. What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I attention it to you, [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII] and you want a copy of the policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'll send it.
[CUSTOMER][NEUTRAL] Or do you have like a benefit, sorry.
[AGENT][NEUTRAL] I'll go ahead. What's your question?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I was saying like is do you have like a benefit breakdown?
[AGENT][NEUTRAL] Um, yes, ma'am. That's what I'm sending you.
[CUSTOMER][POSITIVE] OK, OK, that's that's what I needed sorry.
[AGENT][POSITIVE] No problem. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling ATL. You have a great day and you should receive this fax in about 10 minutes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mhm. You're welcome. Thank you for calling APL bye.