AccountId: 011433970860
ContactId: cdcc387b-70b2-4247-9128-9035e23a8e94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169250 ms
Total Talk Time (AGENT): 56732 ms
Total Talk Time (CUSTOMER): 93641 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/cdcc387b-70b2-4247-9128-9035e23a8e94_20250113T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] with South Georgia Dentistry, and I was calling for some eligibility please.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check eligibility today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It would be 948959.
[AGENT][POSITIVE] All right, thank you so much let me just pull this up here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] And, yeah, no problem. Do you have a good call back number?
[CUSTOMER][NEUTRAL] Sure it is [PII], no extension.
[AGENT][POSITIVE] Thank you so much. And then what is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you so much. So patient plan is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And then if you need us to Denise, we can send you a fax back with a breakdown of benefits or I can verbally give you some whatever works best.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Well, is this the one where if it's not on the breakdown it's not covered, is that correct?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][POSITIVE] OK, alrighty, um, I'm, I'm almost 100% I have one. I just wanna just, um, double check that the information is still correct. Uh, let me just open this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEGATIVE] My computer is not working with me here um.
[CUSTOMER][NEUTRAL] So it looks like.
[CUSTOMER][NEUTRAL] It is preventative services 100% of UCR.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Radiographs 80% like FMX.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And basic expense.
[CUSTOMER][NEUTRAL] 80% and those um.
[CUSTOMER][NEUTRAL] Um, it will have broke down with the, the limitation over there on the side, which, which one that would be, is that correct?
[AGENT][NEUTRAL] Yeah, exactly. And then after that it has major expenses and that, you know, has endodontic, periodontic, all at 40% of UCR.
[CUSTOMER][POSITIVE] OK, sounds great alrighty [PII], I do appreciate it thank you so very much.
[AGENT][POSITIVE] You're, you're very welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you you do the same bye bye.
[AGENT][NEUTRAL] Uh-huh, bye bye.