AccountId: 011433970860
ContactId: e2302551-cd52-4fd3-a6d5-fc989117b18a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212339 ms
Total Talk Time (AGENT): 83025 ms
Total Talk Time (CUSTOMER): 82199 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/e2302551-cd52-4fd3-a6d5-fc989117b18a_20250602T19:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. Um, just wanna check the eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I don't know what was I hearing?
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK, and Miss [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, uh, the patient?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, the policy number is 02607843.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and Miss [PII] to verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and this is for dental, correct?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I've shown her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, and you can you confirm with me is this plan is a PPO?
[AGENT][NEUTRAL] Um, I guess so. Well,
[AGENT][NEUTRAL] They can go to any provider and we do take assignments so I'm not sure if you consider that a PPO and we don't have a network.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] You don't OK um let's see.
[CUSTOMER][NEUTRAL] OK, is there any way I can get a fax, please?
[AGENT][NEUTRAL] Sure, I can send you a fax back. Uh, what is your fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, um, can I ask the eligibility for some codes please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, there's not really a waiting period. Go ahead. Uh, no, ma'am. There's no, um, history.
[CUSTOMER][NEUTRAL] OK, is there any history?
[CUSTOMER][NEGATIVE] Oh sorry
[CUSTOMER][NEUTRAL] OK, oh, there's no history at all.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK, all right, thank you so much. I think those were all my questions. Is there a deductible? I'm sorry.
[AGENT][POSITIVE] OK. Well, uh thank you for calling.
[AGENT][NEUTRAL] There's a deductible, uh, $50 deductible that applies to everything but preventative.
[CUSTOMER][NEUTRAL] For preventative OK
[CUSTOMER][NEUTRAL] Alright, and it's $50?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK all right thank you so much and what is the um.
[CUSTOMER][NEUTRAL] Annual max.
[AGENT][NEUTRAL] Uh, they have a benefit max up to $500 per calendar year.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][NEUTRAL] OK. Uh, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.