AccountId: 011433970860
ContactId: f2be0a99-60c5-4dd4-a450-96ef8d3f412f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221539 ms
Total Talk Time (AGENT): 113599 ms
Total Talk Time (CUSTOMER): 55629 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/f2be0a99-60c5-4dd4-a450-96ef8d3f412f_20250219T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to verify some dental coverage for a patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] [PII] [PII] and that is the direct line.
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] I have 02569704.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. And for a breakdown of her benefits on a fee schedule, I can fax that over to you.
[CUSTOMER][NEUTRAL] OK, um, I have a few questions. I have a patient waiting for me. I'm not familiar with um APL, um, so could you give me the group number on this plan and then the percentages?
[AGENT][NEUTRAL] Um, yes, ma'am. The group number is, let's see, 70051.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's the group number and the percentages, get this open.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK I'm showing for preventative. Well, first, there's a calendar year maximum of 500.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And a $50 deductible needs to be met first.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then for preventative, we cover 100% of allowable.
[AGENT][NEUTRAL] Radiographs, um, FMX expenses, we cover 80%.
[AGENT][NEUTRAL] Basic expenses, we cover 80%.
[AGENT][NEUTRAL] And basic restorative expenses we cover at 80%.
[CUSTOMER][NEUTRAL] With no major.
[AGENT][POSITIVE] That's correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, now what is the address to [PII]?
[AGENT][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, could you give me that zip one more time? I'm sorry, I'm trying to write this down.
[AGENT][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and what's the payer ID?
[AGENT][NEUTRAL] The pair ID is 60801.
[CUSTOMER][NEUTRAL] And this is American Public Life.
[AGENT][NEUTRAL] Yes, ma'am, and claims can also be faxed in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's the fax number?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The fax number is [PII] and please attention it to the claims department.
[CUSTOMER][POSITIVE] OK, wonderful. Thank you for your help.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye bye.