AccountId: 011433970860
ContactId: 746d46ab-c1ae-4b1b-8bd3-4fd9bcce4c22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240789 ms
Total Talk Time (AGENT): 87911 ms
Total Talk Time (CUSTOMER): 74939 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/746d46ab-c1ae-4b1b-8bd3-4fd9bcce4c22_20250414T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from Castle Dannel, the [PII] office. Um, I was calling in regards to a patient's benefits. I was hoping you can help me out with that.
[AGENT][NEUTRAL] OK. And did you say castle dental?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII], no extension just option two, and it'll bring you directly into the office.
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][POSITIVE] Yes it is. Oh, I'm so sorry. Hold on just a second, let me pull it back up.
[CUSTOMER][NEUTRAL] 02603732.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, it's not a guarantee of payment based outline on the policy. Um, let's see.
[AGENT][NEUTRAL] OK, so for this policy, there is a $750 account of your maximum benefit.
[AGENT][NEUTRAL] Uh, preventative services pay 100%.
[AGENT][NEUTRAL] Um, basic services, which includes X-rays, pays 80% after a $50 calendar year deductible.
[AGENT][POSITIVE] And I can send a fax back to outlines all the benefits.
[CUSTOMER][POSITIVE] Oh yes, please.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And did you need any other information while we're on the phone?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yes, just to be on the safe side, um, are there any downgrades? Is there a missing tooth cloth, um, if I could get the fee schedule name, um, and just the, um, claims mailing address.
[AGENT][NEUTRAL] Uh, no downgrades. There is a missing tooth clause. Um, there's not a fee schedule name. It's just it pays based on what's reasonable and customary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you said the mailing address, is that right?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Billing address is [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] 73124-8950
[CUSTOMER][NEUTRAL] You said 73.
[CUSTOMER][NEUTRAL] 124.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then is there a payer ID for this as well?
[AGENT][NEUTRAL] Ay ID is 60801.
[CUSTOMER][POSITIVE] Perfect, perfect. Um, if I could just get I'm so sorry, one more thing, um, or two more things, the effective date, um, and if there's a group number and then your name and a reference number for the call.
[AGENT][NEUTRAL] Effective date is [PII]. Policy is active.
[AGENT][NEUTRAL] And then what was the other thing? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, you're fine, the group number.
[AGENT][NEUTRAL] Oh, group number is.
[AGENT][NEUTRAL] 70084.
[AGENT][NEUTRAL] And reference number is just gonna be my name, which is [PII], first initial to last name, [PII], today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect, thank you, ma'am. I appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.