AccountId: 011433970860
ContactId: 655096ec-8b69-443b-97e4-c002f2054ec4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303049 ms
Total Talk Time (AGENT): 92312 ms
Total Talk Time (CUSTOMER): 97821 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/655096ec-8b69-443b-97e4-c002f2054ec4_20250317T17:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I want to know if I can get a fax back of dental benefits for this patient.
[AGENT][NEUTRAL] Yes, ma'am. May I ask who's calling?
[CUSTOMER][NEUTRAL] [PII]
[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, that would be um one second, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, I have 02451351.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing a back back of benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can fax those to you. What's your fax number?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, yes, for this patient, is there any history on file?
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK, she had a filling on number 13 and 12.
[AGENT][NEUTRAL] C 21.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I believe that's all that would affect any frequency.
[CUSTOMER][NEUTRAL] OK, and what was the date of service?
[AGENT][NEUTRAL] [PII]. She had number 12 BO.
[AGENT][NEUTRAL] And number 13 MO.
[CUSTOMER][NEUTRAL] OK, and then for fillings, do they downgrade?
[AGENT][NEUTRAL] We do not.
[CUSTOMER][NEUTRAL] OK, and then for exams, um, do they all share frequency?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, and then on the fax that, will it show if there's ortho coverage?
[AGENT][NEGATIVE] There's no ortho coverage.
[CUSTOMER][NEUTRAL] What about implant coverage?
[AGENT][NEUTRAL] No implants.
[AGENT][NEGATIVE] And no major work. Endoperio oil surgery crowns, bridges, parcels, dentures, none of that's covered.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, um, one second.
[AGENT][NEUTRAL] It's only preventative and basic.
[CUSTOMER][NEUTRAL] OK. For a 9110, is this covered?
[AGENT][NEUTRAL] Um, hold on, let me check.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that the palliative treatment?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It would be under basic.
[AGENT][NEUTRAL] Every code that's on there is covered. If it's not on there, it's not covered.
[CUSTOMER][NEUTRAL] OK, is there a?
[CUSTOMER][NEUTRAL] OK. Um, and then our frequencies on there, on the facts?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so you said no pero covered, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then, um, for this plan, do you happen to know if we are in or out of network?
[AGENT][NEUTRAL] It would depend on if you're a Carrington provider we use Carrington's network.
[CUSTOMER][NEUTRAL] OK, got it. Um, and then, uh, it will show the max per year and then the deductible?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And lastly, is there any waiting periods or missing tooth costs?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, can I just get the spelling of your name and a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. My name is [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.