AccountId: 011433970860
ContactId: 153edb01-ed01-40c3-b1aa-76c16aea559d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112080 ms
Total Talk Time (AGENT): 53508 ms
Total Talk Time (CUSTOMER): 44798 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/153edb01-ed01-40c3-b1aa-76c16aea559d_20250411T17:33_UTC.wav
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[AGENT][NEUTRAL] Ground deck of KPL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name's [PII]. I'm calling from Advantage Dental and I need to check um eligibility on a patient.
[AGENT][NEUTRAL] I can certainly help with eligibility, [PII]. What's that policy number, please?
[CUSTOMER][NEUTRAL] It is 02455284.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a contact number, please, that I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. Their policy went into effect on [PII] and it is active. Is there anything else at all that I can tell you about the policy besides just the eligibility?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see, because, um, it's coming in for some oral surgery, so, um.
[CUSTOMER][NEUTRAL] I'm sorry, um, can you tell me what percentage that is covered at code 7210?
[AGENT][NEUTRAL] Yes, it's gonna be at 40%. Um, anything that is a, a major service such as that will be at 40%.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and did that, does she have a deductible?
[AGENT][NEUTRAL] Uh, there is a $50 deductible that is not applied to the preventative services. Let me just make sure that I don't think she's used this since uh [PII]. So, uh, let me just check here really quickly. OK, so yes, that deductible will be um uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That will apply um because she hasn't had anything for this calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much.
[AGENT][POSITIVE] Got it, thanks for contacting AP have a