AccountId: 011433970860
ContactId: 081f0181-dd50-40ab-8b08-ce9acab8866c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203259 ms
Total Talk Time (AGENT): 112777 ms
Total Talk Time (CUSTOMER): 71930 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/081f0181-dd50-40ab-8b08-ce9acab8866c_20250318T19:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I know I mean
[CUSTOMER][NEUTRAL] Hey, so my name is [PII]. I'm calling from a provider's office. I need to get a benefit breakdown for my patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with the benefit breakdown and this is for dental?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, sure. And may I have um your uh um sorry, uh, a callback number just in case we get disconnected Ms. [PII].
[CUSTOMER][NEUTRAL] Uh, yes, it is [PII], no extension.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, thank you. And what's the name of the facility, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, Salisbury dental.
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I believe it's 02593163.
[CUSTOMER][POSITIVE] I see no problem.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, it is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, can you, can you give me the policy number one more time to keep me out.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 02593163.
[AGENT][NEUTRAL] OK, and you said it was 9277. It's not occupational. OK. And see, and what is the fax number so I can um send you the breakdown or do you need it verbally?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, yeah, you can give it to me verbally, um, maximum deductible, all of that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me go ahead and pull that information.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have a calendar year maximum of $500 per covered person per calendar year. We have a $50 deductible, and this is one of our basic dental policies. So this one doesn't have any major services and theontics, periodontics, prosthodontic repair, and or surgery are not covered, um.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] For the frequencies we have, um, well, preventative is cover 100%, radiograph FMX is covered at 80%.
[AGENT][NEUTRAL] Basic expense and basic restorative expenses cover 80%.
[AGENT][NEUTRAL] For cleanings, it's once every 6 months.
[AGENT][NEUTRAL] Oral examinations is 2 for 12 month period.
[CUSTOMER][NEUTRAL] I was thinking because that I
[AGENT][NEUTRAL] Form X-rays or panels are once every 5 years.
[AGENT][NEUTRAL] And by wings is once every 12 months.
[CUSTOMER][NEUTRAL] OK, um, do you have a fax number so we can send out the claim?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 36, OK.
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK alrighty well then thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] Uh, no, you've been very helpful, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh huh bye bye.