AccountId: 011433970860
ContactId: 25dbcace-0352-4517-b55f-c6162cf7bd57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139850 ms
Total Talk Time (AGENT): 79419 ms
Total Talk Time (CUSTOMER): 34639 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/2025/03/18/25dbcace-0352-4517-b55f-c6162cf7bd57_20250318T12:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, this is [PII] at Live Oak Dental. I was wondering if I get a fax back of benefits.
[AGENT][NEUTRAL] OK, I can help you, [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I do. It is 02599360.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that information. Can you verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's um [PII] [PII].
[AGENT][NEUTRAL] All right, thank you for that information, [PII]. I do show the policy effective date of [PII]. It is active at this time. I don't show any history for this patient.
[AGENT][NEUTRAL] Um, on the schedule of benefits, it will, it's, it's detailed and it will, uh, include the.
[AGENT][NEUTRAL] Calendar your maximum, uh, the calendar year deductible.
[AGENT][NEUTRAL] The frequencies, the common limitations and exclusions, um, it'll list each procedure code that's covered under the policy, that being preventive, basic and major.
[AGENT][NEUTRAL] There is a 12 month waiting period for major services so she would not be eligible until [PII] for major.
[CUSTOMER][NEUTRAL] We.
[AGENT][NEUTRAL] And uh let's see it'll list the payer ID mailing address, fax number on the schedule as well and you should receive it within the next.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5 minutes.
[AGENT][POSITIVE] And we're gonna get
[CUSTOMER][NEUTRAL] Um, and no waiting period for basic, just the major.
[AGENT][NEUTRAL] The waiting period is for major only and you said this is for [PII], right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, it is on its way. Did you have any other questions, [PII], I could help out with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye.