AccountId: 011433970860
ContactId: 6aabb374-f375-429a-bd94-93979e640202
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334559 ms
Total Talk Time (AGENT): 127154 ms
Total Talk Time (CUSTOMER): 102774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6aabb374-f375-429a-bd94-93979e640202_20250602T13:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office. I need some dental benefits.
[AGENT][NEUTRAL] OK, I verify benefits for you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 06168778.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yeah, sure. Give me one second.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It's [PII] with the date of [PII].
[AGENT][NEUTRAL] OK, see, I'm showing her effective date is [PII]. She is active on the policy, and are you need a general breakdown or I can send you a fax back with her policy fee schedule.
[CUSTOMER][NEUTRAL] Uh, I have a specific concern, uh, and send me the fax for this patient also.
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what else can I assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, can you check anything use from the annual max for deductibles?
[AGENT][NEUTRAL] I'm sorry, say that again.
[CUSTOMER][NEUTRAL] Anything used from the annual max or deductibles or not?
[AGENT][NEUTRAL] Um, give me one moment.
[AGENT][NEUTRAL] Uh, don't show she's used any of her benefits nor met her deductible for this year.
[CUSTOMER][NEUTRAL] And on this policy, uh, there is no network, right, for providers in network out of network.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] She can go to a Carrington provider, but it still just pay according to the policy fee schedule.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So there is, uh, and
[CUSTOMER][NEUTRAL] Is there any missing tooth close or waiting period or not?
[AGENT][NEGATIVE] There is a missing tooth cloth and she's already passed her waiting period.
[CUSTOMER][NEUTRAL] OK. It's past the waiting period. OK. Uh, so can you provide, uh, OK, and, uh, deductibles applies to all service or just for basic or major service?
[AGENT][NEUTRAL] Uh, the doctor applies to everything, but they examine cleaning.
[CUSTOMER][NEUTRAL] It's applies to all service.
[AGENT][NEUTRAL] I applied towards everything but the exam and profy.
[CUSTOMER][NEUTRAL] And uh what's the coverage percentage for 20 basic and major service?
[AGENT][NEUTRAL] It doesn't pay by percentage of UCR. It pays by the policy fee schedule. The policy fee schedule has the code, description, and amount that is covered.
[CUSTOMER][NEUTRAL] OK. OK. And the plans runs in calendar year, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what's the last date of service for [PII] [PII]?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I don't show any history for 2:10 and
[AGENT][NEUTRAL] The last time for [PII] is [PII].
[CUSTOMER][NEUTRAL] OK. And for [PII] and 02 74?
[AGENT][NEUTRAL] Uh, 40 1110 is [PII]. And what was the other code?
[CUSTOMER][NEUTRAL] It's [PII] or [PII], 24.
[AGENT][NEUTRAL] 24. And what was the other code that you gave?
[CUSTOMER][NEUTRAL] OK, I'm sure
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And for bite wings, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] And what's your payer ID?
[AGENT][NEUTRAL] 60801 and on the fax back, it will have our mailing address, fax number, and the payer ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Can you spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much and have a nice day.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.