AccountId: 011433970860
ContactId: dd17906d-f5c0-4658-b299-e822a21371d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318760 ms
Total Talk Time (AGENT): 94197 ms
Total Talk Time (CUSTOMER): 92940 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/dd17906d-f5c0-4658-b299-e822a21371d9_20250307T20:34_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII], and actually I was having a patient. I need to do the eligibility and benefit verification. Could you help me with that?
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Callback number, OK.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Uh, you can take [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I have 711-295.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Uh, no, I just need a few of the information.
[CUSTOMER][NEUTRAL] Uh, first, please check the participation status that be in and out the center.
[AGENT][NEUTRAL] OK, with this policy there is no network patient can see any provider they choose.
[CUSTOMER][NEUTRAL] OK. Uh, please tell me the good name and the group number one.
[AGENT][NEUTRAL] Group number is.
[AGENT][NEUTRAL] 13611 and the group name is Universal Trucking.
[CUSTOMER][NEUTRAL] OK. Uh, any deductible maximum for the plan?
[AGENT][NEUTRAL] Calendar year maximum is $1500 per calendar year with the $50 deductible.
[CUSTOMER][NEUTRAL] Anything you Matt?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEGATIVE] No, they haven't used any benefits so far this year.
[CUSTOMER][NEUTRAL] OK. Any orthodontic coverage?
[AGENT][NEUTRAL] No, or those is not covered.
[CUSTOMER][NEUTRAL] Any waiting period missing tooth?
[AGENT][NEGATIVE] Um, no, they are past the waiting period, um, and there is a missing two calls.
[CUSTOMER][NEUTRAL] OK. And now, could we just go over like 5 quotes?
[AGENT][NEUTRAL] Codes have to be faxed over.
[CUSTOMER][NEUTRAL] Where we can collect the percentage and frequency.
[CUSTOMER][NEGATIVE] So, on calls, we cannot go over even like 5 calls.
[AGENT][NEUTRAL] Uh, no, codes have to be faxed over.
[CUSTOMER][NEUTRAL] Uh, OK, then send me the fax.
[AGENT][NEUTRAL] What's that fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, you should receive that fax within the next 10 minutes.
[CUSTOMER][NEUTRAL] OK. And what type of plan it is, it's a PPO or some other kind of plan?
[AGENT][NEUTRAL] Um, it's just a regular dental plan. It's not a PPO. We don't have a network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh any history for this patient affecting any frequency?
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] Um, they have bite wings from [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] of last year.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that is the only.
[AGENT][NEUTRAL] That's the only one.
[AGENT][NEUTRAL] That's affecting, um, being affected by.
[CUSTOMER][NEUTRAL] Right wing, you mean 0274?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, 00274.
[CUSTOMER][NEUTRAL] OK, and that's the only history which might affect, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, so you have already sent me the fax. So now you can just provide me the reference number before ending the call.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Uh, no, that's pretty much all. Thanks a lot. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Yeah.