AccountId: 011433970860
ContactId: 5a21acad-de55-4975-98a7-04d6a7d9351a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394119 ms
Total Talk Time (AGENT): 123598 ms
Total Talk Time (CUSTOMER): 57257 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/5a21acad-de55-4975-98a7-04d6a7d9351a_20250102T18:13_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], looking for dental benefit.
[AGENT][POSITIVE] OK, [PII], I'd love to help you with some dental benefits today, and may I have the policy number we want to look at?
[CUSTOMER][NEUTRAL] 024872
[CUSTOMER][NEUTRAL] 32.
[AGENT][NEUTRAL] Perfect and your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] Sure, date of birth, [PII].
[AGENT][POSITIVE] OK perfect thank you so much and.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Would you like me to send you a fax back for the breakdown of benefits today?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][POSITIVE] OK, perfect. Let me get that fax sent or filled out for you one second.
[AGENT][NEUTRAL] All right, and
[AGENT][NEUTRAL] Alright, it's just loading.
[AGENT][NEUTRAL] And would you like that made attention to yourself, [PII]?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] And the fax number 833.
[AGENT][NEUTRAL] 833
[CUSTOMER][NEUTRAL] 901
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3031.
[AGENT][NEUTRAL] I'm so sorry you said 901. What were the last four again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] 3031 thank you so much, [PII]. I'm gonna send on that right now for you. It should be coming right through and is there anything else I can do to help you today?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Can you provide me the patient account number?
[AGENT][NEUTRAL] Yeah, the policy number, it's gonna be 2487232.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK, effective date of this policy?
[AGENT][NEUTRAL] Yeah, the effective date is [PII].
[CUSTOMER][NEUTRAL] Group number, name,
[AGENT][NEUTRAL] The group number, uh, the name of the group? One second.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It is 70052. 0, I'm sorry, you know that the group name is Oxford Global Resources.
[CUSTOMER][NEUTRAL] OK. And uh maximum and deductible?
[AGENT][NEUTRAL] The deductible is $50 that doesn't include preventative and then the max is $500. Um, I do wanna let you know that anything given over the phone is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK. And preventive and basic uh percentage?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Preventive basic major percentage?
[AGENT][NEUTRAL] OK, yeah, so those are all gonna be on the fax back for you. Preventative is 100% of allowable and then basic radiograph and basic restorative are all at 80% of allowable.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And FMX and pano history, ma'am?
[AGENT][NEUTRAL] The history on this, let me pull up that page, one second.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what is the procedure code?
[CUSTOMER][NEUTRAL] 0210
[CUSTOMER][NEUTRAL] And 0330.
[AGENT][NEUTRAL] All right, I am not showing either of those procedure codes listed in their history.
[CUSTOMER][NEUTRAL] Got it. And can you spell your name?
[AGENT][NEUTRAL] [PII], first initial, last name, [PII].
[CUSTOMER][NEUTRAL] The reference number?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Reference number?
[AGENT][NEUTRAL] Reference number is my name [PII], last name, [PII] in today's date.
[CUSTOMER][POSITIVE] Got it. Everything is done and thank you so much for helping me.
[AGENT][POSITIVE] Hey, my pleasure. Thanks for calling APL. I hope you have a fabulous day and a happy new year.
[CUSTOMER][POSITIVE] You too, ma'am. Thank you.
[AGENT][POSITIVE] My pleasure