AccountId: 011433970860
ContactId: 4140bdce-fec7-4e6a-b324-988bfa3f8d6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198699 ms
Total Talk Time (AGENT): 113045 ms
Total Talk Time (CUSTOMER): 39750 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/4140bdce-fec7-4e6a-b324-988bfa3f8d6e_20250313T14:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I'm just needing to get a breakdown of general benefits for a patient.
[AGENT][POSITIVE] Sure, I can assist you with the breakdown of benefits. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And may I have the name of the location you're calling from and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] It's [PII] Dental Phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02574260.
[AGENT][NEUTRAL] OK, thank you. One moment, let's see.
[AGENT][NEUTRAL] Mhm. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mm thank you, Miss [PII]. And you need this information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Um, can you give it to me verbally?
[AGENT][NEUTRAL] Mm, yes. OK. And you need a full breakdown of benefits?
[CUSTOMER][NEUTRAL] Um, I am, yeah, basically.
[AGENT][NEUTRAL] All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And with this policy, there is a maximum benefit of $750 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With the $50 deductible.
[AGENT][NEUTRAL] This is one of our basic dental policies. So major is not covered. Major includes endodontics, periodontics, posthodontic repair, and neuro surgery. Those are not covered.
[AGENT][NEUTRAL] Um, we cover preventative 100%.
[AGENT][NEUTRAL] Radiograph FMX is 80%.
[AGENT][NEUTRAL] Basic expense and basic restorative expense is 80%.
[AGENT][NEGATIVE] And again there's no major service.
[CUSTOMER][NEUTRAL] OK, let me, is there a missing tooth cloth?
[AGENT][NEGATIVE] Not for this one because there's no major.
[CUSTOMER][NEUTRAL] OK, sorry.
[AGENT][POSITIVE] It's OK, no problem. Um, mhm.
[CUSTOMER][NEUTRAL] And is there, is there a waiting period?
[AGENT][NEUTRAL] No, there's no waiting period on this one.
[AGENT][NEUTRAL] Do you need the frequencies?
[CUSTOMER][POSITIVE] Uh yes please.
[AGENT][NEUTRAL] OK, uh, for the frequency, we have profies or cleanings. It's once every 6 months. Oral evaluation is 2 for 12 month period.
[AGENT][NEUTRAL] By wings is one for 12 month period.
[AGENT][NEUTRAL] In full my X-rays or panels are once every 5 years.
[CUSTOMER][POSITIVE] All right, that's all I needed to know thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. You have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you.