AccountId: 011433970860
ContactId: bd3cf095-a3f3-40a9-95f1-1316eaba724c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172440 ms
Total Talk Time (AGENT): 72139 ms
Total Talk Time (CUSTOMER): 82469 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/bd3cf095-a3f3-40a9-95f1-1316eaba724c_20250403T15:31_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, good morning, [PII]. My name is [PII] and I'm with the provider. I wanted to go ahead and check eligibility for a patient.
[AGENT][NEUTRAL] mean, I can certainly help with eligibility. What's that policy number, please?
[CUSTOMER][NEUTRAL] Um, yes, that would be um 02273439.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] with um his birthday is, oh, give me one second, my computer just.
[CUSTOMER][NEUTRAL] His birthday is [PII].
[AGENT][NEUTRAL] Thank you. While I look that up, if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Uh, yes, that would be, yeah, that would be uh [PII]. And what else you said that you need?
[AGENT][NEUTRAL] Uh, that, that's it. And the policy looks like it went into effect on [PII]. Uh, [PII] active. Is there anything else at all I can tell you about this dental policy?
[CUSTOMER][NEUTRAL] Um, yeah, so everything is still the yearly maximum is still 1500, prevented 100, uh, basic 80 and major 40.
[AGENT][NEUTRAL] Yes, uh, and it's actually $1500 per calendar year.
[CUSTOMER][NEUTRAL] Yeah, 1500.
[AGENT][POSITIVE] Yes, yes, I'm sorry. I, I'm sorry, my phone's kinda going in and out. Yes, that's, that's exactly right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then, uh, and for this one, are we still using our standard fees, like for the fee schedule?
[AGENT][NEUTRAL] Yes, it, it's the UCR and.
[AGENT][NEUTRAL] And that $1500 of course, is just the verification of the benefits I get to your payment. I'm sorry, please go ahead.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh so he will be eligible for an exam along with the um Bins?
[AGENT][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] For [PII]?
[AGENT][NEUTRAL] Because history is. So.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The last exam he had was uh [PII].
[AGENT][NEUTRAL] Um, I'm looking for is bit wings. Uh, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it looks like he would be eligible for the uh bye wing certainly, but the last time we had that was in [PII]. And let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, um, he is eligible for both the cleanings and the lightings.
[CUSTOMER][NEUTRAL] OK, that one I wanted it to know and then of course the PA, they go toward to the $50 deductible, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, that's what I wanted to know.
[CUSTOMER][NEUTRAL] OK, thank you. So the $50 deductible only applies to that uh uh peri pickles or it applies to all service?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It applies to everything except for the preventative services.
[CUSTOMER][NEUTRAL] October it's a Friday.
[CUSTOMER][POSITIVE] OK, alright, that's what I wanted it to know. OK, thank you.
[AGENT][NEUTRAL] OK, well thank you for contacting APL but a good morning.