AccountId: 011433970860
ContactId: 307619a0-038d-49a6-885c-727062321a8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203729 ms
Total Talk Time (AGENT): 80298 ms
Total Talk Time (CUSTOMER): 79300 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/307619a0-038d-49a6-885c-727062321a8e_20250428T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to check a patient's benefits.
[AGENT][POSITIVE] All right. Happy to check benefits. What's that policy number?
[CUSTOMER][NEUTRAL] I have 00611922.
[AGENT][NEUTRAL] OK, I need to close that out.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. And then just to confirm, you're looking for dental coverage?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yeah, patients plan is active. Uh, effective date on here is [PII].
[CUSTOMER][POSITIVE] OK awesome I just needed to check the SRP frequency.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I need to know the frequency, what percentage paid at, and then can all the quads be done on the same day?
[AGENT][NEUTRAL] OK, let me check the facts back for frequency and um.
[CUSTOMER][NEUTRAL] And then you
[AGENT][NEUTRAL] Percentage here. Give me just a second.
[CUSTOMER][NEUTRAL] Yeah, the one that I got just doesn't have it on there.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] and
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, yeah, let's just do that.
[CUSTOMER][NEUTRAL] And they'll be all the testing and all that and then you can just bring all three.
[AGENT][NEUTRAL] OK, so it looks like you can do it once every 12 months per quadrant.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then,
[AGENT][NEUTRAL] Do you have any codes for the services because this one doesn't look like a percentage, it looks like it's a set amount it's paying based off of the procedure code.
[CUSTOMER][NEUTRAL] Like a fee schedule?
[AGENT][POSITIVE] Yeah, I can send this to you if that would help also.
[CUSTOMER][NEUTRAL] Do, um,
[CUSTOMER][NEUTRAL] I think I have what we're looking at. I just need to make it's a fee schedule.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So let's see, I have 4910.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] How can I help you?
[AGENT][NEUTRAL] Yeah, so 4910.
[AGENT][NEUTRAL] Shows $49.
[CUSTOMER][NEUTRAL] OK, and then 4341 is 82?
[AGENT][NEUTRAL] Yes ma'am, uh huh.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Is the deductible gonna apply to that?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] It looks like, yes, the deductible does not apply to exams or proceeds it looks like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so deductible applies. Can I do all four quads on the same day?
[AGENT][NEUTRAL] Yeah, I don't see any restrictions or limitations on that, so.
[CUSTOMER][NEUTRAL] OK, all quads.
[CUSTOMER][POSITIVE] Alright, let me see on cloud same day. Alright, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Mhm. Bye.