AccountId: 011433970860
ContactId: 7df1854b-3253-4daa-8acf-ac5fc217b4c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171279 ms
Total Talk Time (AGENT): 76980 ms
Total Talk Time (CUSTOMER): 58661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7df1854b-3253-4daa-8acf-ac5fc217b4c9_20250604T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm looking to see about getting a fax back of benefits.
[AGENT][NEUTRAL] OK, yeah, I can send you a fax back. uh, what was your name please?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Boyd Dentistry.
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, I do. It is 02579732.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, [PII], her last name is [PII] spelled [PII], um and then the date of birth is uh [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that. Uh, so of course this policy is active. Effective date was [PII], and then what was that, uh, fax number for you?
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Mhm, that's correct.
[AGENT][POSITIVE] All right. I will go ahead and get this sent now. I should get it within about 10 minutes or so. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, can you just tell me what this provides as far as cleanings?
[AGENT][NEUTRAL] Um, what do you mean like the specific procedures?
[CUSTOMER][NEUTRAL] Um, yeah, like the, um, percentage that it covers.
[AGENT][NEUTRAL] 0% yeah, so, um, if this policy pays a percentage based off of UCR. Preventative is going to be at 100%. Radiographs, FMX, and basics are all going to be at 80% and all major expenses are going to be at 40%.
[CUSTOMER][NEUTRAL] Alright, so cleanings are covered at 100%, OK, and then do you cover X-rays?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, uh, that would be under um.
[AGENT][NEUTRAL] Let's see, radiographs FMX, you mean the full mouth X-rays?
[CUSTOMER][NEUTRAL] How what percentage is that covered up?
[AGENT][NEUTRAL] SMX is at 80%.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Alright, well I will be looking forward to seeing the facts. Thank you so much for your help today.
[AGENT][NEUTRAL] Alright, of course, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][POSITIVE] Alrighty well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.