AccountId: 011433970860
ContactId: 7d0d9c9a-667f-48da-ad48-4febc67e684d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324119 ms
Total Talk Time (AGENT): 81328 ms
Total Talk Time (CUSTOMER): 52636 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/7d0d9c9a-667f-48da-ad48-4febc67e684d_20250429T21:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], name is [PII] and I'm calling from the rental office for rental eligibility benefits. Could you please help me with that?
[AGENT][NEUTRAL] If I can help you with dental eligibility and benefits. [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] Policy number of the patient?
[CUSTOMER][NEUTRAL] 01750414.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Sadie, you, uh, [PII].
[AGENT][NEUTRAL] OK so the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] the policy and I
[CUSTOMER][NEUTRAL] How about their group name and group number?
[AGENT][NEUTRAL] Her name is
[AGENT][NEUTRAL] Group number 70,030. Group name is Creative Circle.
[CUSTOMER][NEUTRAL] And he missing class or waiting period?
[AGENT][NEUTRAL] Is a missing two clause, and let me pull up the policy. I can send a fax back that includes what it's, what's covered.
[AGENT][NEUTRAL] You have a fax number?
[CUSTOMER][NEUTRAL] Mm I just have a few specifications here.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] If you could provide me with the phone, I just have this one patient.
[AGENT][NEUTRAL] OK, hold on just a second. I'm having some computer issues.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and what was the next question? There is a missing two clause, um, calendar maximum is 500.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What else?
[CUSTOMER][NEUTRAL] 500, you said, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And uh how about deductibles?
[AGENT][NEUTRAL] Deductible is $50 that applies to radiographs, FMX, basic expenses, and basic restorative. This is not a guarantee of payment. It's a basic outline of the policy.
[CUSTOMER][NEUTRAL] And is there any auto coverage?
[AGENT][NEUTRAL] No ortho.
[CUSTOMER][NEUTRAL] Has the patient used a met the deductibles or maximum?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, they've not used anything this year, have not met the deductible yet.
[CUSTOMER][NEUTRAL] And how about these concerns for preventive basic and media services.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Co-insurance for preventative, basic and major services.
[AGENT][NEUTRAL] Preventative services pay 100%, radiographs, FMX expenses, basic expenses, and basic restorative pay 80%. There is no coverage for major.
[CUSTOMER][NEUTRAL] And is there any history that might affect frequency?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Uh, no, I don't show any.
[CUSTOMER][POSITIVE] OK, and that'll be it. I'm done here. Thank you very much, [PII], and you have a wonderful day.
[AGENT][POSITIVE] OK. Thank you for calling APL. You have a good day as well. Bye-bye.