AccountId: 011433970860
ContactId: 4af350b3-65f7-48e8-8db3-f2255f7dfe47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171580 ms
Total Talk Time (AGENT): 99806 ms
Total Talk Time (CUSTOMER): 60767 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/4af350b3-65f7-48e8-8db3-f2255f7dfe47_20250317T19:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office on behalf of a patient with just a few questions.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go and give me your policy number.
[CUSTOMER][NEUTRAL] 02444564
[AGENT][POSITIVE] Alright, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone card number, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now, what is your patient's name and date of birth today?
[CUSTOMER][NEUTRAL] Patient name is [PII] 8508.
[AGENT][NEUTRAL] Oh, looks like he is a dependent child on this dental plan to show the original effective date. As [PII], patient is still current and active, but of course, I can only state these benefits cannot guarantee benefits over the phone, but you said you had a question about the benefit. Is that correct?
[CUSTOMER][NEUTRAL] Um, well, I first wanna make sure that we are in network.
[AGENT][NEUTRAL] What, this patient is not in the network, they can go to any dentist that they choose to go to.
[CUSTOMER][NEUTRAL] OK, I see. um, and is oral surgery covered?
[AGENT][NEUTRAL] Uh, let's see, get that fax back. Have you received that back back benefit yet?
[CUSTOMER][POSITIVE] Um, I have not. If you could send one, that would be great.
[AGENT][POSITIVE] I sure will, because it's gonna tell you every code covered and how it is covered. So, [PII], give me a good fax number.
[CUSTOMER][NEUTRAL] 4793418004.
[AGENT][NEUTRAL] I'm gonna repeat that fax and I'm gonna make sure I'm keying that incorrectly, [PII], that's area code 479341-8004. Was that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, you should have this fax back in just a couple of minutes, but what is that code that you're wanting to check on? I'll check it while I got it pulled up right quick.
[CUSTOMER][NEUTRAL] Um, it's OK. Uh, I can, do you happen to know if it can go straight to dental or if it has to go to medical first?
[AGENT][NEUTRAL] Well, this is the dental plan here, so it's only go, I mean if it's covered, it's gonna be covered under the dental plan.
[CUSTOMER][NEUTRAL] OK, just making sure some dental plans require it to go to medical plans before it gets it, so, OK, so.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yes, right, no, ma'am. Mm mm we do not coordinate, no, ma'am, so that's OK.
[CUSTOMER][NEUTRAL] OK, OK, um, can I just get your name and a reference number?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, we don't give reference number in [PII], but you can use my name in today's date and my name is [PII], and is that all I can help you with today?
[CUSTOMER][NEUTRAL] Yes, that's all.
[AGENT][POSITIVE] All right, [PII], thanks for calling APO and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you ma'am bye bye.