AccountId: 011433970860
ContactId: 1961f703-db35-4b8f-9dcf-7eddc36c2d82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268059 ms
Total Talk Time (AGENT): 141346 ms
Total Talk Time (CUSTOMER): 93019 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/1961f703-db35-4b8f-9dcf-7eddc36c2d82_20250220T19:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I was calling to ask about a patient's benefits, um, particularly her waiting period.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][POSITIVE] Thank you, [PII], and the callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] The subscriber number is 344683018.
[AGENT][NEUTRAL] That is not the APL ID policy number. Do you have an APL ID card?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] Actually I do have a new, uh, yes, um, the policy number is 0257.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9763.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and her birthday is [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with that waiting period information for [PII]. Now her policy was active on [PII].
[AGENT][NEUTRAL] Her major services, uh,
[AGENT][NEUTRAL] There is a 12 month waiting period for major services. That includes oral surgery, prosthodontic repair, periodontal services, and endo endodontic services.
[CUSTOMER][NEUTRAL] OK, and what about restorative services like a filling?
[AGENT][NEUTRAL] filling that is covered under her basic and that is available for benefits. So only major services, yeah. Now, I can fax you a breakdown if you would like that.
[CUSTOMER][NEUTRAL] It is available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, yeah, and that never hurts to have as well if you don't mind.
[AGENT][POSITIVE] Not at all. It would be my pleasure. Bear with me just one second.
[AGENT][NEUTRAL] I'm trying to get that to come up for you, so.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, computer, thank you. Sorry, I have to talked to my computer. I apologize.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] No, same, understand.
[AGENT][NEUTRAL] Like about time computer. OK.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] Slowly but surely.
[CUSTOMER][NEUTRAL] That's OK. Do you happen to know the coverage percentage for um basic or restorative?
[AGENT][NEUTRAL] Mhm. So, first of all, her
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Preventive is 100% and then basic, which does include basic expenses, basic restorative, um, that is covered at 80%.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then her major is covered at 40% once that 12 month period has been satisfied.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the um on the fax back you're gonna get the calendar, your max deductibles, frequencies, limitations, billing information and it's all broken down into preventive basic in nature.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And just I got that ready for you, [PII]. It's just.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Taking just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And she has no history.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I was mostly just wondering about the basic waiting period, so that's good to know.
[AGENT][POSITIVE] I'm ready for that fax number finally, [PII].
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just to verify I'm sending this breakdown to 816531-8002.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All right, that is on the way for you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's all.
[AGENT][POSITIVE] Well, [PII], thank you for calling APL, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm right.