AccountId: 011433970860
ContactId: 0cf63275-ec9d-4e8f-8229-c81f81e159d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172419 ms
Total Talk Time (AGENT): 57588 ms
Total Talk Time (CUSTOMER): 61127 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/0cf63275-ec9d-4e8f-8229-c81f81e159d0_20250618T15:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] at uh West Point Family Dental. I was trying to uh verify eligibility and um get a breakdown of dental benefits on a patient. I'm sorry.
[AGENT][POSITIVE] OK, I can help you with the eligibility and benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the policy number for the patient?
[CUSTOMER][NEUTRAL] 02054491.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, I got the policy active and effective [PII].
[AGENT][NEUTRAL] And then um I can send over a fax back that outlines the frequency duration, all the codes that are covered, um, unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, will it say like if endoperio and oral surgery are considered basic or major?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and um you said it'll have will it have history on there as well.
[AGENT][NEUTRAL] Um, I don't have any history on file for him at all.
[CUSTOMER][NEUTRAL] OK, alright, and it'll have deductible and maximums I'm assuming.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] OK, yes, that would be great.
[AGENT][NEUTRAL] OK. And what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And can you just tell me real quick, real quickly, um, cleanings exam and X-rays are covered at 100%.
[AGENT][NEUTRAL] Uh, yes, not a guarantee of payment based outline of the policy. Uh, cleanings, exams, and bite wings are paid at 100%. Um, let me see, I believe the FMX is 80%. Let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so the full mouth or pano, that pays 80% after a $50 deductible.
[CUSTOMER][POSITIVE] OK, and OK, I think that's all I needed just to get him started while I'm waiting on the facts. Thank you so much.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks, bye bye.