AccountId: 011433970860
ContactId: fb069d1d-67d4-4c29-b382-4cc392433cd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225610 ms
Total Talk Time (AGENT): 113849 ms
Total Talk Time (CUSTOMER): 97527 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/fb069d1d-67d4-4c29-b382-4cc392433cd5_20250326T19:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Southern Shores Dental.
[AGENT][NEUTRAL] Hello, [PII], how can I help you?
[CUSTOMER][NEUTRAL] Hey, so I called yesterday, um, and they did fine they sent over, um, like a summary like a benefit summary, um, the only thing that's not in here um is like the coverage for major.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] All right, go ahead and give me that policy number, [PII], and let me look at it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so she gave it to me. Let me pull it back up.
[CUSTOMER][NEUTRAL] OK, you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, it's 02550413.
[AGENT][NEUTRAL] All right, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone card number, please, ma'am.
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[AGENT][NEUTRAL] All right, thank you for that information, [PII]. Now what's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, so the.
[CUSTOMER][NEUTRAL] Uh, the insurance is under the husband, um, but the patient is the spouse, so which one would you like?
[AGENT][NEUTRAL] I need patient name.
[CUSTOMER][NEUTRAL] OK, um, so her is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. It looks like she is a spouse on this dental plan. This show the original effective date [PII]. She is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you're checking on the benefits on major coverage. Is that correct?
[CUSTOMER][NEUTRAL] Correct, of out of network benefits.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] Well, they, yeah, because they are in [PII], but they don't have any type major coverage at all because that fax back of benefit is gonna tell you every code covered and if it ain't on that fax back, it is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so they did do like limitations. This might be a dumb question, but it has like under limitations it has like JKKM.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But there's no like code to go off of what that means.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] It should be on the very last page.
[CUSTOMER][NEUTRAL] Um, ah.
[AGENT][NEUTRAL] The very last page of your fax back should have all your letters.
[AGENT][NEUTRAL] That associates with each.
[CUSTOMER][NEUTRAL] Yes, so it did not.
[CUSTOMER][NEUTRAL] Yeah, it did not print that um.
[AGENT][NEUTRAL] Oh, OK, hang on.
[CUSTOMER][NEUTRAL] Is there any way you can send it to me again? Maybe it'll do it this time?
[AGENT][NEUTRAL] Well, I sure can, yes, ma'am, because yeah, it's not like 4 pages, but yeah, it should be on that last page gonna tell what each letter, but yeah, I will fax it over again, [PII]. I don't know what happened, but go ahead and give me a good fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it's 803.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 359.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6140.
[AGENT][NEUTRAL] Alright, I'm gonna repeat that fax number, [PII], make sure I'm keying this incorrectly. That is area code [PII]. Is that the correct fax number?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Alrighty, I will get this faxed over and you should have it in just a couple of minutes now. Is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK, [PII]. Well, thanks for calling APO and you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.