AccountId: 011433970860
ContactId: f40d0196-f4ea-417e-a503-ca227e7d3ad5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277579 ms
Total Talk Time (AGENT): 131418 ms
Total Talk Time (CUSTOMER): 109723 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f40d0196-f4ea-417e-a503-ca227e7d3ad5_20250124T15:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling with Davis Dental Center. Good morning. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] Not too bad. I am checking eligibility and dental benefits. I've never heard of this insurance, so I just wanna make sure this is something we accept in our office.
[AGENT][NEUTRAL] OK, so you're needing to get a fax back of the member's benefits and also verify eligibility. Yes, I can help you with that. Mhm. You're welcome. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] Absolutely. uh, thank you.
[CUSTOMER][NEUTRAL] Uh, it's [PII]. I'm sorry, I don't know where I got that from [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm looking at the card. It's 02587326.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][POSITIVE] So interested in
[CUSTOMER][NEUTRAL] And then getting a full set.
[CUSTOMER][NEUTRAL] And OK
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Just one moment, she.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so any information show that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient is going to be [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that Ms. [PII] is the subscriber on this dental plan and the policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, give me a second here.
[AGENT][NEUTRAL] Mhm. Uh-huh. And this fax back that I will send you will have all of her information on there, including our mailing address.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And her payer ID and anything that is not on this fax back means that it would not be covered by her policy show.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, OK, perfect, um.
[AGENT][NEUTRAL] And does it need to have your name on the fax or not is that not? OK.
[CUSTOMER][NEUTRAL] No, not at all, not at all, mm mm, um, what about any given like a um alternate benefits or downgrades?
[AGENT][POSITIVE] There are no downgrades, yes, there are no downgrades.
[CUSTOMER][NEUTRAL] Will that be on the fax?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Not covered if you don't see it, it's not a cover benefit. Got it. Oh, real quick I know you said to wait for the fax, but is there because she's coming in here for like implant is there implant coverage on this plan? OK.
[AGENT][POSITIVE] That is correct, yes, ma'am. Uh-huh.
[AGENT][NEGATIVE] No, there is only basic and preventative, no major coverage.
[CUSTOMER][NEUTRAL] Oh, no major coverage and that means no missing tooth calls, right? If there's just basic.
[AGENT][NEUTRAL] There is a missing, there is a missing tooth cloth. It does have a missing tooth cloth, but there are, it only covers preventative and basic expense.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you you were a big help. I really appreciate it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, well, you're welcome. And what is your fax number that I can send this to?
[CUSTOMER][NEUTRAL] It's yes ma'am, that's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and again, that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I have just sent that to you and just one other thing, [PII], once we received the claim and it's been processed, we do have a portal in which you should be able to check claim status and our portal website is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. OK, great, I'll access it that way as well. I appreciate it you have a wonderful weekend.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You are certainly. I hope you have a wonderful weekend as well, and if that's all that I can help you with, thank you again for calling APL.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] All right, you're welcome