AccountId: 011433970860
ContactId: e3b5936d-d37d-44ca-b39a-e4c9bb1d19e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1995349 ms
Total Talk Time (AGENT): 555122 ms
Total Talk Time (CUSTOMER): 564371 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/e3b5936d-d37d-44ca-b39a-e4c9bb1d19e3_20250425T18:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from the provider office.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Hi, [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. So, uh, for today, I actually do have a patient and I need to verify if that patient is active in your department or not.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, that would be [PII].
[AGENT][NEUTRAL] And the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK. So for the member policy number, that would be 02579759.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. For the remember, first name, that would be uh [PII], uh sorry, for the first name, that would be [PII], and that would be spelled as [PII] And for the last name, that is [PII], [PII]
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Uh, just give me a moment, please. Uh, hold on for a moment. Let me, uh, pull it up here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. So uh let's start. Uh, you said that policy is active.
[CUSTOMER][NEUTRAL] Since [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK. So, uh, this patient actually do have dental benefits, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. And uh what about the providers participation for this plan?
[AGENT][NEUTRAL] Um, so this policy doesn't have a network, so they're free to go to any um dental provider that they choose. Um, they would just give them our ID card and with the phone number, um they'll verify, we'll verify benefits, which is.
[CUSTOMER][NEUTRAL] So that might be an indemnity plan, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] And like you just said that this patient has no network, so this might be an indemnity plan, right?
[AGENT][NEUTRAL] Um, if it was medical, but this is a dental policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. OK. And uh what will be the fee schedule then?
[AGENT][NEUTRAL] So this is just a standard fee schedule. Um, it goes, there's percentages here, um I can give you the percentages, um, as well as go through the fax back with you.
[CUSTOMER][NEUTRAL] OK, just provide me the percentages for preventive basic major.
[AGENT][NEUTRAL] Preventative is 100, basic is 80.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And major is 40. Major for us includes endodontic, periodontic, proteodontic, and oral surgery.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And there is a 12-month waiting period.
[CUSTOMER][NEUTRAL] OK. And can you please, uh.
[CUSTOMER][NEUTRAL] OK. And 12 month waiting period on all of these services?
[AGENT][NEUTRAL] No, only for major.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. And can you please provide me the deductibles and annual maximum?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] The calendar year max for this policy is $1500. The deductible is $50 per person up to $150 per family, and does not apply to preventative services.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So deductible and annual max both doesn't apply to preventive services, right?
[AGENT][NEGATIVE] The deductible doesn't apply.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And what about annual max? They do apply our preventive services?
[AGENT][NEUTRAL] Yes, we pay towards the preventative services. The deductible not applying is that's only for the deductible.
[CUSTOMER][NEUTRAL] OK, OK. And uh there's nothing use, nothing me from annual max and deductible?
[AGENT][NEUTRAL] Um, I can check for you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so yes, so far none of the family has used their benefits or I'm sorry, [PII] has not used his benefits.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. And can you please provide me uh that uh group name and group number?
[AGENT][NEUTRAL] The group number is 16068.
[AGENT][NEUTRAL] The group name is Universal Trucking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hirsch, H.
[CUSTOMER][NEUTRAL] Universal Trucking. OK.
[CUSTOMER][NEUTRAL] Sorry, can you please repeat it?
[AGENT][NEUTRAL] The name of the group is Universal Trucking Hirschbach, H as in Harry, I like igloo.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] R like Robert,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] S like Sam, C like Charlie, H like Harry, B like Bravo, A like Alpha, C like Charlie, H like Harry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK. Thank you so much. And uh as far as you said that the pay fee schedule would be the standard fee. Uh can you please tell me if there is any affiliated benefits or what's the scenario?
[AGENT][NEUTRAL] If there's any, can you repeat that? What did you say?
[CUSTOMER][NEUTRAL] Like you just said that the fee schedule would be the standard fee. So what's the standard? Like, uh, are you affiliated with any of other insurance or, or we would follow the any of other insurance fee schedule or what?
[AGENT][NEUTRAL] Standard, so 100%, so for preventative, we will cover at 100% of the UCR. So basic and and basic restorative is at 80%. So, um, the remaining 20% could be patient responsibility. It depends on what the claim is when we receive it, but that is the amount that we would apply to whatever claims come in that percentage. So it's just it's standard.
[CUSTOMER][NEUTRAL] OK. So group except.
[CUSTOMER][NEUTRAL] The group accept assignment of benefits? Yes or no?
[AGENT][NEUTRAL] There's no assignment of benefits.
[CUSTOMER][NEUTRAL] So the payment will go to the provider or the patient?
[AGENT][NEUTRAL] It depends on how it, how the claim comes in.
[CUSTOMER][NEUTRAL] OK. And uh what, uh, can you please provide me your insurance address, claim mailing address, please?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, insurance address. I need insurance address.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] The zip code is [PII] and I hesitated because I was getting ready to let you know that I misspoke. So it's not that we don't have assignment of benefits, it's coordination of benefits. We do accept assignment of benefits.
[AGENT][NEUTRAL] And the PO box is going to American Public Life?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Would you need the fax number or the payer ID?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, please provide me the payer ID.
[AGENT][NEUTRAL] 60
[AGENT][NEUTRAL] 801.
[AGENT][NEUTRAL] And our fax number is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much.
[CUSTOMER][NEUTRAL] OK. I don't, I won't be needing the fax number and can you please tell me, uh, this is a calendar year plan or a benefit here?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] This is a calendar year plan or a benefit year?
[AGENT][NEUTRAL] Calendar year.
[CUSTOMER][NEUTRAL] And what about the coordination of benefits?
[AGENT][NEGATIVE] Again, there's no coordination of benefits.
[CUSTOMER][NEUTRAL] OK. And what about the timely filing limit?
[AGENT][NEUTRAL] There's no timely filing limit as long as the policy is active on the date of service, you can file the claim at any time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. And what about the dependent age limit?
[CUSTOMER][NEUTRAL] long
[AGENT][NEUTRAL] For what code?
[CUSTOMER][NEUTRAL] Uh, any, uh, for overall gen and a general.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] Um, some of them have [PII] of age, some of them have [PII]. Did you have a particular code in mind?
[CUSTOMER][NEUTRAL] Um, no, uh, let's, uh, OK, just, just tell me about if this patient have any of the history.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] You know, you know.
[CUSTOMER][NEUTRAL] Mm mm mm.
[AGENT][NEUTRAL] And then, hold on, his number.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And no, this member doesn't have any history on file as of today.
[CUSTOMER][POSITIVE] OK, thank you and
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, yeah, actually, I do have insurance guidelines. Uh, can you please tell me if, is there any time restriction of restoration after [PII]?
[AGENT][NEUTRAL] The policy doesn't specify that.
[CUSTOMER][NEUTRAL] Hang on a minute.
[CUSTOMER][NEUTRAL] OK. And uh what is the minimum age limit for adult profit?
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Limited to
[AGENT][NEUTRAL] For the adult trophy, there is no age limit, but for the child trophy, it's limited to dependent children age [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh 0140 and 0120, do they share frequency?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh pay and by doing on the same day will be bundle to FMS or will be paid separately.
[AGENT][NEUTRAL] I'm sorry, can you repeat that slowly, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Pao and by on the same day will be bundled to FMX or will be paid separately.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll be paid separately.
[CUSTOMER][NEUTRAL] And whichte can have sealan?
[AGENT][NEUTRAL] As in prep or seat date?
[CUSTOMER][NEUTRAL] Uh, no, I'm asking for the teacher numbers which are applicable for feeling.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] Sure. Take your time.
[CUSTOMER][NEUTRAL] we get.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] It doesn't have a tooth, so it's a maximum of 1 procedure for 36 months, applications made to molar teeth only, so the molar teeth. Do you have a um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can, if you like, I can also send you a copy of the fax back as well, so you can have a copy as well.
[CUSTOMER][NEUTRAL] Yeah, sure. Send me a fax. Yeah, I would be needing that, uh.
[CUSTOMER][NEUTRAL] Let me tell you my fax number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So for the 6 number that is [PII].
[AGENT][NEUTRAL] OK, and do I need to put attention, [PII]?
[CUSTOMER][NEUTRAL] Uh, sure, sorry?
[AGENT][NEUTRAL] Do I need to put attention [PII] on the claim, I'm sorry, on the fax with the fax back?
[CUSTOMER][NEUTRAL] Yeah, yeah, sure. Yeah, yeah, put that in.
[AGENT][NEUTRAL] And it was 979559-9355?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what other questions did you have today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. So for today, I would be needing, uh, actually, I do have procedure codes and I would be needing their frequency and coverage.
[CUSTOMER][NEUTRAL] Can you please provide them verbally?
[AGENT][NEUTRAL] Hold on one moment. Frequency, you said you need the frequency and what else did you need for the codes?
[CUSTOMER][NEUTRAL] Uh, uh, categories like they're covered under preventive basic or major.
[AGENT][NEUTRAL] OK, and may I have your list of codes?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, was it, uh, should I go all at once or one by one?
[AGENT][NEUTRAL] All at once, please.
[CUSTOMER][NEUTRAL] OK. So for the codes, those are 012001400145.
[CUSTOMER][NEUTRAL] 0150
[CUSTOMER][NEUTRAL] 02 10, 02200240.
[CUSTOMER][NEUTRAL] 0272 02740330.
[CUSTOMER][NEUTRAL] 11:20 1354.
[CUSTOMER][NEUTRAL] 1551
[CUSTOMER][NEUTRAL] 1206135115162391.
[CUSTOMER][NEUTRAL] 274-029292930293431203220.
[CUSTOMER][NEUTRAL] 434 6
[CUSTOMER][NEUTRAL] 714072 10, 741079 61 9,110,923,092,489,420. That's it?
[AGENT][NEUTRAL] And do you mind if I place you on a brief hold while I go through your codes?
[CUSTOMER][POSITIVE] Uh, no, yeah, sure. Please take your time.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So, um, code 01200140 and 0150 are all paired together, preventative at 100%.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With a max of 2 or evaluations in any combination for 12-month period.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0145 is not covered?
[AGENT][NEUTRAL] 0210 FMX at 80%.
[AGENT][NEUTRAL] The frequency, um, one X.
[CUSTOMER][NEUTRAL] OK. Just give me a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Go ahead.
[AGENT][NEUTRAL] Code 0210 is FMX at 80% with a limitation of 1 X-ray procedure for 5 years.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0240, I'm sorry, 0220 and 240 are both basic at 80%.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, hold on one moment.
[CUSTOMER][NEUTRAL] What's the frequency?
[AGENT][NEUTRAL] There's no frequency for that. Hold on one moment.
[AGENT][NEUTRAL] 0272.
[CUSTOMER][POSITIVE] Sure, sure. Take your time.
[AGENT][NEUTRAL] 0272 bite wings are preventative at 100%.
[AGENT][NEUTRAL] Limited to one procedure for 12-month period.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's paired with 0
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 74.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0330 panel at 80%.
[AGENT][NEUTRAL] Limited to one X-ray procedure per five-year period.
[AGENT][NEUTRAL] 11:20 is preventative at 100%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Maximum of 1 procedure per 6 months and limited to dependent children under age [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, 1354, 1551, 1206 are not covered.
[AGENT][NEUTRAL] 135
[CUSTOMER][NEUTRAL] Um, how is that possible? Is it because of age limit, age limitation?
[AGENT][NEUTRAL] It's because it's not a covered code on the policy. It's not listed on the fax bag.
[CUSTOMER][NEUTRAL] OK. So it's not, not because of the age limitation. It's not covered at all, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1351 is preventative at 100%.
[AGENT][NEUTRAL] Maximum of 1 procedure per 36 months.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Applications made to molar teeth only and limited to dependent children under age [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1516 is not covered?
[AGENT][NEUTRAL] 2391 is basic at 80%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Replacement of existing only if in place for 24 months.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] A maximum of 1 each tooth per 24 months.
[CUSTOMER][NEUTRAL] So, is there a downgrade for filling?
[AGENT][POSITIVE] There's no downgrades.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2740 is major at 40%.
[AGENT][NEUTRAL] Maximum of 1 per seven-year period.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Limited to patients age [PII] and over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what about down downgrade?
[AGENT][NEUTRAL] There's no downgrades on the policy?
[CUSTOMER][NEUTRAL] From on prep it or seed date?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Crown is pair on prep date or seed date.
[AGENT][NEUTRAL] It could be either or.
[CUSTOMER][NEUTRAL] OK. Go ahead.
[AGENT][NEUTRAL] 2929 is not covered?
[AGENT][NEUTRAL] 2930 is made.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At 40%.
[AGENT][NEUTRAL] Maximum of 1 per seven-year period.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Limited to dependent children over age [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hold on one moment. Um, what code did I just give you? I'm sorry, I lost my place on the list.
[CUSTOMER][NEUTRAL] OK. So after 2930, there is 2934.
[AGENT][NEUTRAL] So 2934 is not covered?
[AGENT][NEUTRAL] 3120 is 40 is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] 3120 is 40%. There's no frequency.
[AGENT][NEUTRAL] 3220 is 40.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Major
[AGENT][NEUTRAL] Limited to dependent children under age [PII]?
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] 43 46 43 46 is not covered?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 7140 is basic at 80%.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Maximum of one time per tooth.
[AGENT][NEUTRAL] 7210 is oral surgery at 40%?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 74 0
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 7410 is oral surgery at 40%.
[AGENT][NEUTRAL] X-rays and pathology report are.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] X-rays and pathology reports are required for this code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 7961 is not covered?
[AGENT][NEUTRAL] 9110 basic, is that 80%?
[AGENT][NEGATIVE] No frequency.
[AGENT][NEUTRAL] 9230 is major at 40%.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No frequency. A 9248 and 94. I'm sorry?
[CUSTOMER][NEUTRAL] That's it. That's it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] Yeah, yeah, go ahead.
[AGENT][NEUTRAL] 9248 and 9420 are not covered on the policy.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK. Thank you so much. Thank you so much for your assistance. And can you please just uh help me verifying the policy holder?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, can you please help me in verification of the policyholder?
[AGENT][NEUTRAL] Yes, who do you have listed?
[CUSTOMER][NEUTRAL] OK. So I do have [PII]. Is that the policyholder?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII] is not the policyholder?
[AGENT][NEUTRAL] Are you saying [PII]?
[CUSTOMER][NEUTRAL] Yeah. [PII], uh [PII] Is that the policyholder or not?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] [PII] is not the policyholder.
[CUSTOMER][NEUTRAL] Uh, then who is the policyholder?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We have it listed as [PII].
[CUSTOMER][NEUTRAL] Mhm. With date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, that's [PII]'s date of birth.
[CUSTOMER][NEUTRAL] Uh, so who is [PII]? Is that a spouse?
[AGENT][NEUTRAL] Yes, do you not have this information listed on your information?
[CUSTOMER][NEUTRAL] Yeah, actually, uh, there, there was mentioned policyholder as the patient itself is mentioned as the policyholder. And in our system, there is uh [PII] as the grand there. So that's why I'm just verifying from you.
[AGENT][NEUTRAL] OK, yeah, she may be the guarantor because uh the patient is a minor, but that she's not the policy holder with us.
[CUSTOMER][NEUTRAL] OK. So [PII] is the policyholder, right? And uh what's the date of birth for [PII]?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] We have it listed as [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Thank you so much for your assistance. Can I have the call reference number, please?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[AGENT][NEUTRAL] The first initials of my last name.
[CUSTOMER][NEUTRAL] OK. And one last question, uh,
[CUSTOMER][POSITIVE] OK, OK. OK. Thank you so much. Have a great day. Goodbye.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, no. Thank you so much for your assistance. I highly appreciate it.
[AGENT][POSITIVE] Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bye-bye.