AccountId: 011433970860
ContactId: 3eff09fb-b7fa-4397-af5d-d72178624c9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182220 ms
Total Talk Time (AGENT): 72376 ms
Total Talk Time (CUSTOMER): 71467 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/3eff09fb-b7fa-4397-af5d-d72178624c9a_20250326T16:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Jefferson Dental. How are you doing today?
[AGENT][POSITIVE] I'm great, [PII]. Thanks for asking. How are you?
[CUSTOMER][POSITIVE] Yeah, I'm doing good. I'm calling for dental eligibility and benefits. Could you please help me with that?
[AGENT][POSITIVE] Sure, can I have a callback number for you and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes, it's [PII] uh no extension and it's a direct line.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] And it's 02606406.
[AGENT][NEUTRAL] Could you verify this patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's name, it's uh [PII].
[CUSTOMER][NEUTRAL] Sorry, it's [PII] and the date of birth [PII].
[AGENT][NEUTRAL] Is my I just assisted you with this policy and I sent you a dental schedule.
[AGENT][NEUTRAL] Was there an issue?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] I just assisted you with this policy. I just sent over a dental schedule for you. I verified benefits and sent you a dental schedule. Was there an issue with this?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, uh, I did not get the codes from, uh, for this fax. I have already received the fax. So in the fax every code is not mentioned, so that's the reason I'm calling again once again.
[AGENT][NEUTRAL] So that means that it's not covered. If it's not if it's not listed on their schedule, that means that the policy does not cover those services for those codes due to the policy being limited.
[CUSTOMER][NEUTRAL] So I have a code here, it's 7210.
[AGENT][NEGATIVE] Not covered. If it's not listed on that schedule, that means that it's not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you have the code you have mentioned and I mean the the facts uh some codes are mentioned, so that's only the cover benefits, right? Rest of them is not covered, right?
[AGENT][NEUTRAL] That is correct. The only cos that's listed, yes, the only cos that's listed on the schedule are the ones that's covered under the policy.
[CUSTOMER][NEUTRAL] OK, thank you for that. And uh can I get the fee fee schedule for this?
[AGENT][NEUTRAL] It's based on user and customary.
[CUSTOMER][NEUTRAL] OK, I know, yeah, I just, uh, there's no waiting period, right?
[AGENT][NEUTRAL] No, there is no waiting period.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, one second. Uh, yeah, I know for SRP I mean the 4341 and 43, how many calls?
[AGENT][NEGATIVE] That's not covered under the policy. It's not listed on the dental schedule, that means it's not covered under the policy, mic.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] OK, ma'am. Uh, that's it. I've done with this one. Thanks for assisting me. Have a nice day. Take care. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII]. Call us back if you need some assistance.
[CUSTOMER][NEUTRAL] Bye bye.