AccountId: 011433970860
ContactId: c56199de-865d-4356-b73b-f49213401c54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259260 ms
Total Talk Time (AGENT): 84116 ms
Total Talk Time (CUSTOMER): 75117 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/c56199de-865d-4356-b73b-f49213401c54_20250605T12:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, very good, very good morning. My name is [PII] calling from provider's office.
[AGENT][POSITIVE] Hi [PII]. How may I assist you today? How are you doing?
[CUSTOMER][POSITIVE] Uh, I'm doing good, thanks for asking. And I'm looking for a dental benefit for a patient.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I can help you with the dental benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] The policy number is 23468009.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And did you need a copy of the fax back or you have?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh, I have some specific questions, ma'am. Uh, for this patient, there is no network, right? You will follow UCRP schedule.
[AGENT][NEUTRAL] Um, hold on one moment. I'm waiting for the benefits to populate.
[AGENT][POSITIVE] Um, so yes, that's correct.
[CUSTOMER][NEUTRAL] OK. Uh, does this plan, uh, it is a PPO plan or something else?
[AGENT][NEGATIVE] There's no network, it goes off the usual and customary rate.
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I understand that. I'm asking the plan type, like it is a PPO plan or something else?
[AGENT][NEGATIVE] No, there's, there's no, there's no network. There's no PPO network, no HMO network. It goes off usual and customary. There's no network for this policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Just a dental plan, right? It is not a PPO plan or HMO plan.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] Uh, under this patient's plan, the code 9222 is covered or not?
[AGENT][NEUTRAL] 99222?
[AGENT][NEGATIVE] It's not covered by this policy.
[CUSTOMER][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And you are saying it is not a PPO or HMO plan. It is only a dental plan.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One minute, sorry about that.
[AGENT][POSITIVE] Mhm. Take your time.
[CUSTOMER][NEUTRAL] And what about 9223?
[AGENT][NEUTRAL] Um, 9223 is also not covered by this policy.
[CUSTOMER][NEUTRAL] Ma'am, under this patient's plan, there is, uh, the wedding period is satisfied, right?
[AGENT][NEUTRAL] Um, let me see, hold on one second.
[AGENT][POSITIVE] Yes, the waiting period is satisfied.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you. And how did you spell your name?
[AGENT][NEUTRAL] My name is [PII] The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Thank you. And what is the reference number?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you so much. That was very nice talking to you. Have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you. Have a great day.
[AGENT][NEUTRAL] You also. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.