AccountId: 011433970860
ContactId: 58a65f89-9b04-4459-9dc4-a49326fcc3e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200100 ms
Total Talk Time (AGENT): 62195 ms
Total Talk Time (CUSTOMER): 109440 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/58a65f89-9b04-4459-9dc4-a49326fcc3e3_20250625T20:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] at Pleasant Dental in [PII]. Hey, we just, I just had somebody else call about this patient. Um, we got a fax and but it's all cut off and we can't.
[CUSTOMER][NEGATIVE] We can't get anything off of it. It's, it, it looks like there's 4 pages of the same thing. I don't know. It's weird.
[AGENT][NEUTRAL] OK, um, do you have the policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah it is 02637460.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] and his date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and then do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] I do it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and do you want me to re-fax that or?
[CUSTOMER][NEGATIVE] Um, yeah, if you could, I don't, I don't know why it's like all of the right side of the page and then then it doesn't like count your max you can't see what it says calendar your deductible, you can't see what it says. That's the only thing I can read, but there's no percentages or numbers or anything. Um, can you just read it to me or no?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, yeah, I can. Um, are you needing the, the frequency and duration, or?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, yeah, I mean, I just like a basic breakdown. I don't know, it doesn't look like he has major services. It's hard to tell on this thing, um.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] But the go ahead sorry.
[AGENT][NEUTRAL] It's not a guarantee of payment, basic outline of the policy. Um, yes, there are no major services. He has a $500 calendar year maximum benefit.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, preventive services, which will be cleaning and exams, pay 100%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, radiographs, which will include FMX, basic and basic restorative services, pay 80% after a $50 deductible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, what other information do you need?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, so restorative, um, just for fillings is paid at 80%.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And then no endo pero or any of that coverage correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I think that's all I needed. Um, as far as frequency, is it 2 times a calendar year or profi?
[AGENT][NEUTRAL] Um, it is, let me see.
[AGENT][NEUTRAL] And I probably use once every 6 months. Exams are twice in a 12 month period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And the FMX is good for what, 5 years?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, um, and he hasn't used any of his benefits so far.
[AGENT][NEUTRAL] That's correct, no history.
[CUSTOMER][POSITIVE] OK, that's all I needed I appreciate your help thank you so much.
[AGENT][POSITIVE] OK, thanks, thanks for calling APL. Have a great afternoon.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You too bye bye.