AccountId: 011433970860
ContactId: 2060ede9-8e79-4611-8761-5f6e0dcd38ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175179 ms
Total Talk Time (AGENT): 66583 ms
Total Talk Time (CUSTOMER): 82670 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/2060ede9-8e79-4611-8761-5f6e0dcd38ce_20250128T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I'm calling from the dental provider's office. I just have some additional benefit questions for a patient's policy.
[AGENT][NEUTRAL] OK, is this medical or dental?
[CUSTOMER][NEUTRAL] For dental.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It is 02445577.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. So I'm showing the policy effective date is [PII]. This policy is active at this time. And what further questions did you have? Do you have the schedule?
[CUSTOMER][NEUTRAL] Um, I have the one from [PII], um, of the benefits, it's gonna be the same, OK, alright, um.
[AGENT][NEUTRAL] Yeah, it's the same.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me see, and so there's no coverage for major services, right?
[AGENT][NEUTRAL] It's preventive and basic only.
[CUSTOMER][NEUTRAL] OK, got it and then.
[CUSTOMER][NEUTRAL] Um, for exam 0140, can that be done with the treatment on the same day?
[AGENT][NEUTRAL] The same day as what?
[CUSTOMER][NEUTRAL] Um, just any type of, um, the fitting treatment sometimes, um, that exam is only allowed, uh, it's 0140. Sometimes that procedures, yeah, only allowed with like X-rays and stuff.
[AGENT][NEUTRAL] OK, what's the procedure code again?
[AGENT][NEUTRAL] 0140.
[AGENT][NEUTRAL] Shares frequencies, yeah, give me one second.
[AGENT][NEUTRAL] So if you look at the limitations that's on the very last page.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the only limitation um in section J it just says that it shares frequencies with the other codes listed there.
[AGENT][NEUTRAL] So as it as it relates to being performed on the same day, it doesn't speak to that.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Um, and then.
[CUSTOMER][NEUTRAL] Did I miss on there if the fillings are gonna be downgraded?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No downgrades.
[CUSTOMER][POSITIVE] No downgrades, OK.
[AGENT][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][NEUTRAL] OK, I think that's gonna be all um if I could just have your name one more time and then a reference number.
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII], and did you have any other questions?
[CUSTOMER][NEUTRAL] No, that was all thank you [PII].
[AGENT][POSITIVE] Alrighty, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Um, bye-bye.
[CUSTOMER][NEUTRAL] Bye.