AccountId: 011433970860
ContactId: 1b155a9c-523c-428b-a63b-c3a902d39a76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420720 ms
Total Talk Time (AGENT): 100999 ms
Total Talk Time (CUSTOMER): 106632 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/1b155a9c-523c-428b-a63b-c3a902d39a76_20250512T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from provider's office to take down the benefits.
[AGENT][NEUTRAL] OK, I can help you with claim status bunny. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, this is for dental benefits, not claim status.
[AGENT][NEUTRAL] Oh, I'm sorry. Uh, yes, dental benefits. What's your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Policy number of the patient.
[CUSTOMER][NEUTRAL] 02116844
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, so the policy is effective [PII]. It's currently active, no term date.
[AGENT][NEUTRAL] And I can send over a fax back that outlines everything under the policy, um, unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you please give me the benefits over the call because I have requested fax twice from Friday but I have not received one.
[CUSTOMER][NEUTRAL] So, can you please help me out with this patient over the call?
[AGENT][NEUTRAL] Um, yeah, or I can send the fax back and we can wait to see if you receive it.
[AGENT][NEUTRAL] Are you needing to check a bunch of codes?
[CUSTOMER][NEUTRAL] I have a few quotes here. I have requested fax a few hours ago, but I have not received it yet.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, and I have requested the fax on Friday as well.
[AGENT][NEUTRAL] OK, um, OK, sure. Let me get it pulled up, one moment.
[AGENT][NEUTRAL] It's not a guarantee of payment basic outline of the policy.
[AGENT][NEUTRAL] Um, they have a $1000 calendar year maximum.
[AGENT][NEUTRAL] There's a $50 calendar year deductible.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Deductible does not apply to exams or pro fees.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You need the frequencies?
[CUSTOMER][NEUTRAL] Um, can I provide you the codes for frequency?
[AGENT][NEUTRAL] You said you had 3 codes?
[CUSTOMER][NEUTRAL] I said I have few codes, not 3. I have 12345678 codes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, what's the code?
[CUSTOMER][NEUTRAL] You want them all at once or one by one?
[AGENT][NEUTRAL] One by one.
[CUSTOMER][NEUTRAL] OK. 4346.
[AGENT][NEUTRAL] I don't show that listed.
[CUSTOMER][NEUTRAL] 9944.
[AGENT][NEUTRAL] Not pulling up that code.
[CUSTOMER][NEUTRAL] 2740
[AGENT][NEUTRAL] Not pulling up that code.
[CUSTOMER][NEUTRAL] Crowns are not covered?
[AGENT][NEUTRAL] 2740?
[CUSTOMER][NEUTRAL] Yeah, that's a row.
[AGENT][NEUTRAL] Yes, I know.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII]. OK, good.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can we start over? I, it was on a different format that it shouldn't have been on.
[AGENT][NEUTRAL] 43 what was the first code?
[CUSTOMER][NEUTRAL] 4346 4346.
[AGENT][NEUTRAL] OK, that one I'm not pulling up, and what was the next one?
[CUSTOMER][NEUTRAL] 9944.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you said 2740?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, that's covered under major there's not a frequency.
[CUSTOMER][NEUTRAL] Uh, major, no frequent? OK.
[AGENT][NEUTRAL] Once every 5 years, I'm sorry.
[CUSTOMER][NEUTRAL] And uh this benefits is based on fee schedule, right? What is the fee schedule amount for the patient?
[AGENT][NEUTRAL] 312.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] $312.
[CUSTOMER][NEUTRAL] OK 312 thank you 5730.
[AGENT][NEUTRAL] That's $84.
[CUSTOMER][NEUTRAL] Any frequency?
[AGENT][NEUTRAL] Once every 5 years.
[CUSTOMER][NEUTRAL] OK, 5731.
[AGENT][NEUTRAL] $81 once every 5 years.
[CUSTOMER][NEUTRAL] 4266.
[AGENT][NEUTRAL] 4266?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not pulling up that code.
[CUSTOMER][NEUTRAL] 0350.
[AGENT][NEUTRAL] I'm not pulling up that code.
[CUSTOMER][NEUTRAL] 7953.
[AGENT][NEUTRAL] I'm not pulling up that code.
[CUSTOMER][NEUTRAL] And last code 1330.
[AGENT][NEUTRAL] I'm not pulling up that code.
[CUSTOMER][NEUTRAL] Is there any history for the patient after 1118, 24?
[AGENT][NEUTRAL] Uh, no, I don't show any history after that date.
[CUSTOMER][POSITIVE] OK thank you have a great day.
[AGENT][POSITIVE] Thanks for calling APL you as well.