AccountId: 011433970860
ContactId: f2d0e28c-9670-4077-89c1-06498b17b93a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142199 ms
Total Talk Time (AGENT): 46732 ms
Total Talk Time (CUSTOMER): 55177 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/f2d0e28c-9670-4077-89c1-06498b17b93a_20250410T21:39_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I was calling to verify a patient's dental benefits, and I've never um worked with your guys' company, so I'm not sure how it works.
[AGENT][POSITIVE] OK, I'd be happy to assist with the eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 02610737.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment, and you show the policy is currently active. Effective date is [PII]. And were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Yes, and then, um, are we, um, is there like a fee schedule that we're supposed to follow?
[AGENT][NEUTRAL] Um, we go by UCR.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] CR OK.
[CUSTOMER][NEUTRAL] Um, our fax number, oh sorry, sorry.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, could you please tell me what the perial maintenance is covered at?
[AGENT][NEUTRAL] Um, Pero is considered a major and that's not covered under the policy. Only basic and preventative are covered under the policy.
[CUSTOMER][NEUTRAL] OK, so pay maintenance is not covered. OK, and does it have um that on the fax bag?
[AGENT][NEGATIVE] Yes, and if you don't see a code listed, that means it's not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.