AccountId: 011433970860
ContactId: bcbd73bc-8a89-4c19-a7b2-73f0d12065c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361899 ms
Total Talk Time (AGENT): 129379 ms
Total Talk Time (CUSTOMER): 90622 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/bcbd73bc-8a89-4c19-a7b2-73f0d12065c8_20250605T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm, I'm calling from Laho Dentists in Miami Lakes, um, dental office in [PII], and I, um, we have a patient that has an account with you guys. We need to know if there's some dental coverage that he can use.
[AGENT][NEUTRAL] OK, and can I get your name one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Office number is [PII].
[AGENT][POSITIVE] Thank you so much, and I can help you with eligibility and benefits. Uh, can I get the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Uh, OK, I have a card here. It says in hospital or patient. I don't know if it's a policy number here. His social will work?
[AGENT][NEUTRAL] Um, if you give me
[AGENT][NEUTRAL] Oh sure, give me just a moment let me pull that up.
[AGENT][NEUTRAL] OK, and what is the social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And the name?
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII]
[AGENT][NEUTRAL] Alright, give me just a moment.
[AGENT][NEUTRAL] And you're wanting to know about dental coverage?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And is this just for like routine uh dental work, I take it? Not a surgery or anything? OK.
[CUSTOMER][NEUTRAL] Yeah, fillings, just fillings, nothing, uh, he doesn't have anything major, just a few fillings to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like he doesn't have dental coverage through us.
[AGENT][NEUTRAL] Um, yeah, so I would, I would, um, get with the patient and see uh if he has anything else cause he doesn't have it through, uh, through APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, no, he told me that this was that that this would help, and I told him, you know, um, it doesn't look that you have coverage. Is there a way you can send me like a, uh, you know, uh, an, an email or a fax saying that so I can show him that he doesn't have any coverage?
[CUSTOMER][NEUTRAL] Any document that said he doesn't have under coverage.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, give me just a moment.
[AGENT][NEUTRAL] I will need to put a request in for that.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] Um, and I will say if he ends up, um, I'm gonna see if I can get someone to fax that over to you, um, in the meantime if he disputes that, um, I would have him call his employer and see if they have dental coverage through another, um.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Another group or if he has coverage through, or if he can uh get coverage through us, through his employer, um, he will need to contact his employer if he has any uh questions regarding that or needing to um apply for those kind of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, let me ask you, do you guys offer like PPO plans or HMOs?
[AGENT][NEUTRAL] So we're not for dental services, we're not in network, um, we just pay depending on the type of insurance that his um employer gets. It's typically.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's typically um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That uh it's either through UCR or we do benefit schedules or allowable and so it doesn't necessarily have to be in network um I did just get confirmation from my supervisor we don't send those letters out um stating that there's no coverage um so I would have him yeah I would have him call his employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I let him know no words
[AGENT][NEUTRAL] OK, OK, I just wanna make sure.
[CUSTOMER][POSITIVE] It's OK. No, no, it's OK, it's OK. No worries. Thank you so much for your help, OK?
[AGENT][POSITIVE] Alright. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.