AccountId: 011433970860
ContactId: 19b6bec3-f6da-4b38-8f03-933fc24829ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179600 ms
Total Talk Time (AGENT): 94349 ms
Total Talk Time (CUSTOMER): 69020 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/19b6bec3-f6da-4b38-8f03-933fc24829ad_20250409T20:32_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I'm calling to get dental benefits for a patient. Yes, [PII]
[AGENT][NEUTRAL] Sure, I can assist you with that. You said your name was [PII], [PII] or [PII]?
[AGENT][NEUTRAL] Thank you, [PII]. [PII], can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and the number is [PII].
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] Thank you. You're calling to verify benefits eligibility. This member's policy has been active since [PII] and is currently active. [PII] has a maximum benefit amount of.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] $500 per calendar year with a $50 deductible that does not apply to us preventative services and this is not a guarantee of benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, I already got the fax back. Can you just tell me if there's any waiting periods and I'm missing tooth cloths?
[AGENT][NEUTRAL] You know, the fax back, that should be listed on the very first page, but there is a waiting period, however.
[AGENT][NEUTRAL] There's a missing two clause. There is no waiting period, no, because there is no major service unless someone sent you the wrong dental schedule.
[CUSTOMER][NEUTRAL] There is no waiting period?
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] No, I show no major coverage just preventative and basic.
[AGENT][NEUTRAL] Mhm. And that um the answers to the questions that you asked me that I just answered for you, they're under the common exclusions.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Under the frequency category.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Common excursions policy has does have a missing tooth. That's right, you're right.
[AGENT][NEUTRAL] And did they also explain to you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then also I'm not sure if the agent that sent you the schedule explained to you those letters in parentheses.
[CUSTOMER][NEUTRAL] But it was
[AGENT][NEUTRAL] There's a box on the very last page that explains each limitation for each alphabet in parenthesis by each dental code.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, say that again?
[AGENT][NEUTRAL] So each
[CUSTOMER][NEUTRAL] On the last page of the fax?
[AGENT][NEUTRAL] Mhm. On the very last page, on page 4, there's a key box with the limitations which each alphabet is listed in parenthesis by the procedure code. It gives you the limitation for each alphabet.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Thank you, that'll be all.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank