AccountId: 011433970860
ContactId: 58c8c18a-e61e-47c3-a9aa-91117f6f1175
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154919 ms
Total Talk Time (AGENT): 90628 ms
Total Talk Time (CUSTOMER): 45982 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/58c8c18a-e61e-47c3-a9aa-91117f6f1175_20250117T15:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am calling from Aspen Dental in [PII], and I was just calling to get benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] Um, it is 01698690.
[AGENT][NEUTRAL] And I'll get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is, uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information, [PII]. Would you like to schedule a benefits faxed to you?
[CUSTOMER][POSITIVE] Uh, yeah, that would be great.
[AGENT][NEUTRAL] And what's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, so I'm showing [PII]'s effective date is [PII].
[AGENT][NEUTRAL] And the policy is active at this time?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, checking your history real quick.
[AGENT][NEUTRAL] And then as you request that we can get the schedule of benefits faxed over to you.
[AGENT][NEUTRAL] Don't show any claims on file for [PII]. Did you want uh history of maybe the preventive X-rays?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then will that fax also have like the frequencies and everything on it?
[AGENT][NEUTRAL] You know, it'll include the calendar your max and deductible information, uh, frequencies, common limitations, exclusions. It'll list each procedure code that's covered under the plan, um, pretty detailed, it's about 5 pages including the cover sheet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] And I'm looking through history.
[CUSTOMER][NEUTRAL] I don't know
[AGENT][NEUTRAL] Uh, had a complete oral a D20210 [PII].
[AGENT][NEUTRAL] Uh, D 0 140 [PII].
[AGENT][NEUTRAL] A D0220 on [PII], had a limited oral exam, which is the D0140 on [PII], a cleaning.
[AGENT][NEUTRAL] That was back in [PII], so those were the only preventive services for your [PII].
[CUSTOMER][NEUTRAL] Put on
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, you should receive the schedule within the next 5 to 7 minutes. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alrighty thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.