AccountId: 011433970860
ContactId: 69ca1ce9-a373-4358-a890-adb7a547d6c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155350 ms
Total Talk Time (AGENT): 73672 ms
Total Talk Time (CUSTOMER): 55950 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/69ca1ce9-a373-4358-a890-adb7a547d6c1_20250113T17:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there, I was calling to get a breakdown of a patient's insurance.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. And may I have your name?
[CUSTOMER][NEUTRAL] [PII], I'm calling from Multnoma Endoonics and microsurgery.
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02543598.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, first name is [PII], last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And see, so you say you need benefits, you need this information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Um, I just have some specific questions if it's possible to ask those.
[AGENT][NEUTRAL] OK. Go ahead.
[CUSTOMER][NEUTRAL] Um, do you guys pay out of network?
[AGENT][NEGATIVE] Yeah, there's no network on this one.
[CUSTOMER][NEUTRAL] OK, what's the maximum and what's remaining?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Um, there's a calendar year maximum of $500 with a $50 deductible.
[CUSTOMER][NEUTRAL] Sorry, say that again for me.
[AGENT][NEUTRAL] Calendar year maximum is $500 with the $50 deductible and deductible does not apply to preventative.
[CUSTOMER][NEUTRAL] You said
[CUSTOMER][NEUTRAL] OK, you said 500?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I assume all is remaining.
[AGENT][NEUTRAL] Correct, yes. Mhm. It started all over again in this year. Now, um I just need to let you know that this one is just a basic dental policy. There's no major services. It's just for preventative radiograph FMX basic expenses and basic restorative expenses only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and so I assume endodonics isn't covered.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Thank you so much have a good day.
[AGENT][POSITIVE] You're welcome. You as well. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That was it thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm