AccountId: 011433970860
ContactId: 72775b2d-e128-4a27-bacd-d165fd69a4da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139089 ms
Total Talk Time (AGENT): 80541 ms
Total Talk Time (CUSTOMER): 49869 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/72775b2d-e128-4a27-bacd-d165fd69a4da_20250421T20:48_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was calling to get a benefits for a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with outpatient benefits. And may I have a callback number just in case we get disconnected to you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility that you're calling from?
[CUSTOMER][POSITIVE] Great Expression dental, metal.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02348891.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome thank you take care you're welcome.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Put there about
[AGENT][NEUTRAL] And you need this benefit information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um, you can.
[CUSTOMER][NEUTRAL] Verbally.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, let me go ahead and pull that information.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Um, with this policy, we have a calendar year maximum of $500 with the $50 deductible.
[AGENT][NEGATIVE] And deductible does not apply to preventative.
[AGENT][NEUTRAL] This is one of our basic dental policies.
[CUSTOMER][NEUTRAL] So your insurance you wanna use.
[AGENT][NEUTRAL] So the preventative is cover 100%.
[AGENT][NEUTRAL] Radiograph FMX is covered at 80%.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Basic expense and basic restorative expenses cover 80%, and there's no major service. So in the periodontics, prostheonic repair and neurosurgeries are not covered.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, you have a good one.
[AGENT][NEUTRAL] Which one?
[AGENT][POSITIVE] OK, thank you so and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.