AccountId: 011433970860
ContactId: 551b9c11-230c-4cfa-ba6a-04f6f96cb34f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241240 ms
Total Talk Time (AGENT): 101350 ms
Total Talk Time (CUSTOMER): 64775 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/551b9c11-230c-4cfa-ba6a-04f6f96cb34f_20250206T20:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII], my name is [PII]. I'm calling from Aspen Dental to get dental benefits for a patient.
[AGENT][NEUTRAL] OK, you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. Policy number is going to be 02582850.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is gonna be [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Thank you, [PII] and were you just needing benefits?
[CUSTOMER][NEUTRAL] I was just needing benefits.
[AGENT][NEUTRAL] OK, I can help you with that. Do you want them over the phone or a fax back?
[CUSTOMER][NEUTRAL] Um, can I get him, can I get him over the phone if possible, but can you provide me with the group name and number before?
[AGENT][NEUTRAL] OK, I can give you that.
[AGENT][NEUTRAL] The group number is 70087.
[CUSTOMER][NEUTRAL] Oh, say that again one more time.
[AGENT][NEUTRAL] And it is 70087.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it is partners, personnel.
[AGENT][NEUTRAL] Management services.
[CUSTOMER][NEUTRAL] OK and uh who's the.
[CUSTOMER][NEUTRAL] What's the insurance if you don't mind me asking?
[AGENT][NEUTRAL] APL American Public Life.
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] What's the claims address?
[AGENT][NEUTRAL] [PII] Box 248,950.
[AGENT][NEUTRAL] Oklahoma City.
[AGENT][NEUTRAL] Oklahoma.
[AGENT][NEUTRAL] 73124.
[CUSTOMER][NEUTRAL] OK, and then whenever you're ready I can take the full breakdown.
[AGENT][NEUTRAL] OK, the effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] They have a $500 calendar maximum.
[AGENT][NEUTRAL] $50 deductible on everything you said for preventative?
[AGENT][NEUTRAL] Preventative is paid at 100% of usual and customary rate?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Basic is paid at 80%.
[AGENT][NEUTRAL] This policy does not cover major work at all, so endo perio oral surgery crowns, bridges, partials, dentures are not covered. The only extraction is covered under basic is the 7140.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what about barrio maintenance or anything like that?
[AGENT][NEGATIVE] None of that is covered.
[CUSTOMER][NEUTRAL] None of that's covered OK and what's the frequency for um.
[CUSTOMER][NEUTRAL] Oh well that's basically all that I needed then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.