AccountId: 011433970860
ContactId: cbbc8891-1d55-4ef1-8328-d7877721d14e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209919 ms
Total Talk Time (AGENT): 102898 ms
Total Talk Time (CUSTOMER): 74099 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/cbbc8891-1d55-4ef1-8328-d7877721d14e_20250403T16:56_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][POSITIVE] Hi, my name is [PII]. I'm so sorry. What's your name one more time, please?
[AGENT][NEUTRAL] [PII]. Sorry about that.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you so much. I'm actually just trying to get a few benefit information for a patient, please.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with benefits this morning. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] I do apologize. Do you mind repeating that? I didn't get the area code.
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][POSITIVE] Thank you, [PII]. I apologize for that. What is the patient's policy number, please?
[CUSTOMER][NEUTRAL] The policy number, let me just pull that up again. 021263-19.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] For [PII], [PII].
[AGENT][NEUTRAL] All right, thank you. And you're needing eligibility for dental benefits?
[CUSTOMER][NEUTRAL] Yes, please. I just have specific questions though. Mm.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That is not a problem.
[CUSTOMER][POSITIVE] Thank you. First, I just wanted
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. I just wanted to kindly confirm if we're in or out of network with this plan.
[AGENT][NEUTRAL] The policy does not participate in the network. We pay a percentage of UCR.
[CUSTOMER][NEUTRAL] All right, got it, thank you. And do we have a group name, group number and effective date?
[AGENT][NEUTRAL] Yes, ma'am. The group name is Universal Trucking, Boyd, B O Y D Brothers.
[AGENT][NEUTRAL] Group number is 20,390.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][NEUTRAL] Thank you. May I also get the yearly maximum and deductibles, including our phone if there's anything used today, please?
[AGENT][NEUTRAL] Sure, so Ortho is not covered in all benefits given over the phone is a verification of coverage, not a guarantee of payment. The calendar year max per person on the policy is $1500.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] There is a $50 deductible up to $150 per family.
[AGENT][NEGATIVE] And the deductible has not been met and no benefits used for [PII].
[CUSTOMER][POSITIVE] Wonderful thank you so much for your help. And yeah, that's actually about it for today, [PII]. Do we have a reference number for today's call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that eligibility. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's everything. Thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][NEUTRAL] Bye-bye.