AccountId: 011433970860
ContactId: 5bd7f642-67a8-432a-b8b8-3d62f4c162f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440970 ms
Total Talk Time (AGENT): 126879 ms
Total Talk Time (CUSTOMER): 130404 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/5bd7f642-67a8-432a-b8b8-3d62f4c162f4_20250513T15:34_UTC.wav
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[CUSTOMER][NEUTRAL] Started talking and she called and it went to represent.
[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Pendley Family Dentistry. I called yesterday to get a pack fax. I can't speak a fax for a patient, um, but I never got it, so I was calling to see if I can try again.
[AGENT][NEUTRAL] OK. Um, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] 02622782
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me go ahead and do this while we're on the phone. Um, what's your fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me get that filled out real quick.
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, sent your way. Let me know if you get it, you should get it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It may take a minute, but.
[CUSTOMER][NEUTRAL] I know I was like, well, I waited yesterday. I was like, Well, where is my fax? It never came. Can you tell me because the patient called yesterday afternoon they were like, Hey, did you get it, get all the information? I'm like, no, I'm still waiting on the fax. If I don't get it by tomorrow, I'll call, um, but she was telling me that they had some problems where they were on the medical, like the whole family, but then when they went to use their vision, they weren't. So is this a family policy or is he the only one on this plan?
[AGENT][NEUTRAL] Let's see, I think it's family.
[CUSTOMER][NEUTRAL] I said oh I said well I only asked for information for him. I said, so I will check on that when I call back tomorrow.
[AGENT][NEUTRAL] Yes, got scout, uh, scout, spouse [PII], and then I've got children, um, [PII], and [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the family policy.
[CUSTOMER][POSITIVE] Yep, that is all of them. OK, she will be happy to hear that.
[AGENT][NEUTRAL] Yeah, they're all active.
[CUSTOMER][NEUTRAL] OK, let me check my fax again and see if I got it.
[CUSTOMER][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] I know when our faxes come like pretty quick.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Usually it's pretty fast.
[CUSTOMER][NEUTRAL] Yeah, it still says my last fax I got today was at [PII] and it is [PII] so nothing yet.
[AGENT][NEUTRAL] Yeah, and I see the notes yesterday where we sent it. We sent it to the fax number you gave me.
[CUSTOMER][NEGATIVE] Yeah, I don't understand.
[CUSTOMER][NEUTRAL] Can it be emailed or is that another thing?
[AGENT][NEGATIVE] Uh, no, we, we just do facts, unfortunately.
[CUSTOMER][NEUTRAL] OK, OK, no worries, I just thought I'd ask just in case.
[CUSTOMER][NEGATIVE] I don't know why we're not getting it. We got a ton of faxes yesterday just not you guys.
[AGENT][NEUTRAL] And usually I'll get a confirmation too. Um, let me see if I've got that yet.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Uh, I don't have a confirmation yet. Sometimes on my end, the confirmation does take a few minutes, so.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You want to go ahead and go through the benefits just in case for some reason?
[CUSTOMER][NEUTRAL] Yeah, OK, so I know she told me yesterday there was a $750 max and a $50 deductible, um, and what about like waiting periods, missing tooth cloths, all that good jazz.
[AGENT][NEGATIVE] Um, so there is a missing tooth cloth.
[AGENT][NEUTRAL] Um, and this is not a guarantee of payment basic outline of the policy. Um, there's no waiting periods. This is a pretty limited plan, um, so preventative services pay 100%.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and then radiographs, which include the byte wings, FMX, basic expenses and basic restorative all pay 80% subject to that $50 deductible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Trophies
[AGENT][NEUTRAL] Or once every 6 months.
[AGENT][NEUTRAL] Um, exams are 2 for 12 month period.
[AGENT][NEUTRAL] Um, bite wings.
[AGENT][NEUTRAL] Once for 12 month period.
[AGENT][NEUTRAL] Uh, full mouth, X-ray, and pano once every 5 years.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, there's no major coverage at all, um, and that does include Endo and Perrio.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And they normally they normally need a lot of work too but they don't know that.
[AGENT][NEUTRAL] Yeah, yeah, it's a pretty limited plan, so.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][POSITIVE] OK, alright, well I'll wait and see if I get that fax and I'm gonna call the patient with this information. Thank you so much.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.