AccountId: 011433970860
ContactId: 6eb3e4c9-1deb-4998-81f5-e13519ece119
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199139 ms
Total Talk Time (AGENT): 51042 ms
Total Talk Time (CUSTOMER): 60369 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/6eb3e4c9-1deb-4998-81f5-e13519ece119_20250429T16:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling just to verify something specific on a patient's plan.
[AGENT][NEUTRAL] Hey, [PII], I can help you with that. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yep it is 019.
[CUSTOMER][NEUTRAL] 83869
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK, and how can I help you?
[CUSTOMER][NEUTRAL] Uh, this is a PPO plan, correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, they can use Carrington as the network. It's not required by us, but it's an option.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Cause I, I confirmed benefits on this patient's plan and I'm just a little confused, uh.
[CUSTOMER][NEUTRAL] Is, is there only preventative coverage? Is there preventative, basic and major coverage?
[AGENT][NEUTRAL] Um, let me pull up the policy. Hold on one moment.
[AGENT][NEUTRAL] Um, anything I quote on a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Uh, for this policy, they don't have any major coverage.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It covers preventative at 100%, and then at 80% after a $50 deductible, there is radiographs which includes FMX expenses.
[AGENT][NEUTRAL] And then basic expenses and basic restorative.
[CUSTOMER][NEUTRAL] OK, so oral surgery wouldn't be covered like for an extraction, a simple extraction, 70 to 10?
[AGENT][NEUTRAL] On this policy, let me see.
[AGENT][NEUTRAL] Uh, we do have coverage for 7140.
[AGENT][NEUTRAL] That's the only thing that I see with under oral surgery and 7111.
[CUSTOMER][NEUTRAL] So they only cover baby teeth. OK. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I think that is all that I'm gonna need for today. I don't know why.
[CUSTOMER][POSITIVE] Uh, OK, alright, no worries, thanks so much for your help. I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye