AccountId: 011433970860
ContactId: e64dcc41-4bc9-458d-9823-ed4fc4cdc47a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133860 ms
Total Talk Time (AGENT): 69240 ms
Total Talk Time (CUSTOMER): 33582 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/e64dcc41-4bc9-458d-9823-ed4fc4cdc47a_20250319T15:19_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting UTI. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling to confirm eligibility for a patient.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] You might be 12.
[AGENT][NEUTRAL] outpatient or inpatient benefits.
[AGENT][NEUTRAL] You, did they provide you with a card at all?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh yeah, hi, do you, do you have the policy number there with you so that I could look it up?
[CUSTOMER][NEUTRAL] I have 02344850 sorry, your phone was really really quiet. I couldn't hear anything.
[AGENT][NEUTRAL] Oh, I'm sorry. OK, so it's 02344850. Does that sound right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] OK, I do appreciate that. Well, I'm looking that up, if I can have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much. Uh, it looks like the policy went into effect on [PII] and it is active. Is there anything else at all that I can tell you about this, um, uh, this dental uh policy besides eligibility?
[CUSTOMER][NEUTRAL] Um, still a $1500 calendar year max, correct?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK and what um.
[CUSTOMER][NEUTRAL] What network does this plan follow?
[AGENT][NEUTRAL] Well, what we do is we follow the, the, um, we pay the uh UCR so that we, it's not a network that we follow, uh, we just pay a percentage of the UCR so for preventative it's 100% for basic and basic it's, it's 80% and 40% for major services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect that was what I needed thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting AP have a good day.