AccountId: 011433970860
ContactId: 00b50663-5cc5-42da-8ac5-08ef9a00fd02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201779 ms
Total Talk Time (AGENT): 54655 ms
Total Talk Time (CUSTOMER): 88279 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/00b50663-5cc5-42da-8ac5-08ef9a00fd02_20250314T13:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] and I'm calling from a provider's office in regarding having specific questions about a patient's benefits.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is going to be 01653197.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] [PII], [PII] is the date of birth.
[AGENT][POSITIVE] Thank you, [PII], and you had some questions about the benefits.
[CUSTOMER][NEUTRAL] Yes, um, can you confirm for me for that 1500 maximum, is that applied to all services?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Is there um a waiting period and missing tooth cloth on this plan?
[AGENT][NEGATIVE] They've already met the waiting period. There is a missing tooth cloth.
[CUSTOMER][NEUTRAL] OK, and then I just wanna confirm for 2750 and 2740, um, there's no downgrade?
[AGENT][NEUTRAL] We do not downgrade on anything.
[CUSTOMER][NEUTRAL] OK, no problem. And for predeterminations, is there a specific dollar amount you guys would suggest or recommend we submit a pre-authorization in for?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you confirm for me if the patient has any history that may affect frequency for any preventative services or perio?
[AGENT][NEUTRAL] I do not see anything that would affect any frequencies. Let's see, hold on, wait a minute.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, they did have a.
[AGENT][NEUTRAL] 210, the full mile.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] That's the only other thing I see.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, no problem. And if I give you my doctor's NPI, can you confirm that the schedule we will be following?
[AGENT][NEUTRAL] It's not a pay schedule. They can go to any dentist. It doesn't have a provider's list.
[CUSTOMER][NEUTRAL] OK, you'll see scheduled patient can see any provider, OK.
[CUSTOMER][POSITIVE] No problem then. Thank you so much for your help, [PII].
[AGENT][POSITIVE] Thank you, [PII], for calling IPL. You have a good day.
[CUSTOMER][POSITIVE] You too. Have a good one.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye