AccountId: 011433970860
ContactId: d6b462e1-11b9-4453-b7a3-20d1ace45571
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211600 ms
Total Talk Time (AGENT): 101309 ms
Total Talk Time (CUSTOMER): 65571 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/d6b462e1-11b9-4453-b7a3-20d1ace45571_20250305T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, sir. My name is [PII]. I was calling from a dental office in regards to a mutual member.
[AGENT][POSITIVE] Alright, [PII], I'm happy to help with benefits today. Do we have their policy number?
[CUSTOMER][NEUTRAL] Uh, I believe so, yes, uh, policy number, yes, 02579766.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is going to be 1 [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] All right, thank you so much. And did you just need to check eligibility and benefits or on a claim today?
[CUSTOMER][NEUTRAL] Um, yeah, just benefits. I wanted to know if we were in network. I'm not too sure.
[AGENT][NEUTRAL] OK, let's take a look. So, patient's plan is active. The effective date if you need that is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see here.
[AGENT][NEUTRAL] Alright, so the patients plan, it looks like pays by UCR um no network is required for usage. If you'd like, [PII], we can send a breakdown, a fax back with the benefits on it also.
[CUSTOMER][POSITIVE] OK, yeah that would be great.
[AGENT][NEUTRAL] What is a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2 would be the fax number.
[AGENT][NEUTRAL] Just to confirm that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I'm sending that now, so give me about 5 minutes and it should be over on your desk. Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] Uh, yes, would the pro fee, the 11:10 be covered under this plan?
[AGENT][NEUTRAL] Let's see 11:10, yes it is, uh huh.
[CUSTOMER][POSITIVE] OK, alrighty then and it's covered at 100%?
[AGENT][NEUTRAL] That is correct. All preventative are at 100% of UCR, uh-huh.
[CUSTOMER][POSITIVE] OK sounds good um.
[CUSTOMER][NEUTRAL] Alrighty then, so I just wanna double check so the group number I have here is 1726.
[AGENT][NEUTRAL] Let me double check that for you. Let's see.
[CUSTOMER][NEUTRAL] And if I can get the claims address also.
[AGENT][NEUTRAL] Absolutely. So group number is 17626. That's correct. uh Universal Trucking and then claims mailing address.
[AGENT][NEUTRAL] Is going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII] City, [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] Sounds good thank you and the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][POSITIVE] OK, alrighty then thank you so much. So then that would be all then um yeah that would be all thank you so much.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye