AccountId: 011433970860
ContactId: 34098677-f5a8-47ad-9cc4-bad82c5cae2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196479 ms
Total Talk Time (AGENT): 63605 ms
Total Talk Time (CUSTOMER): 75900 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/34098677-f5a8-47ad-9cc4-bad82c5cae2f_20250519T15:47_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], my name is [PII]. I am calling from a provider's office. I was just calling to get dental benefits for a member.
[AGENT][NEUTRAL] OK, [PII], I can help you with dental benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, she gave us 602-830.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Uh, looks like this policy is active and effective [PII].
[AGENT][NEUTRAL] Um, I can send over a fax back that outlines all of the.
[AGENT][POSITIVE] Benefits, unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] Um, a fax back would be fine, but would you be able to tell me if what fee schedule we would follow?
[AGENT][NEUTRAL] Um, so it, it just pays a dollar amount for each code.
[AGENT][NEUTRAL] So it's not, yeah.
[CUSTOMER][NEUTRAL] Oh, it's a copay, OK.
[CUSTOMER][NEUTRAL] OK and then is there um.
[CUSTOMER][NEUTRAL] Would there be a list of codes so I could get the dollar amount or would I need to get that from you?
[AGENT][NEUTRAL] No, there's a list. It includes the entirety of the plan of what's what payout is.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then is there a maximum and deductible for it as well?
[AGENT][NEUTRAL] Um, it is.
[AGENT][NEUTRAL] It's not a guarantee of payment, basic outline of the policy. Um, let's see.
[AGENT][NEUTRAL] Uh, so the maximum is 1000 per calendar year.
[AGENT][NEUTRAL] And then what was the other question?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well if there is a deductible or not.
[AGENT][NEUTRAL] Oh, yes, deductible is $50 per person, does not apply to exams or pro pieces.
[CUSTOMER][NEUTRAL] OK, and then will the fax fact show me how much is remaining or how much was accumulated this year?
[AGENT][NEUTRAL] Um, no, but I can tell you that. Uh, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she's not used anything this year.
[CUSTOMER][POSITIVE] OK perfect awesome thank you very much um and then do you need my fax number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK it's 402.
[CUSTOMER][NEUTRAL] 413.
[CUSTOMER][NEUTRAL] 793 9
[AGENT][NEUTRAL] OK, [PII], I'll get that faxed over. Just give me about 2 minutes, OK?
[CUSTOMER][POSITIVE] OK, thank you so much ma'am have a good day.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye bye.
[CUSTOMER][POSITIVE] Thanks