AccountId: 011433970860
ContactId: 83a9c01e-fb77-4024-a8ab-1c5c1291571d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304989 ms
Total Talk Time (AGENT): 126657 ms
Total Talk Time (CUSTOMER): 75991 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/83a9c01e-fb77-4024-a8ab-1c5c1291571d_20250408T20:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII]. I'm just contacting you guys regarding with a patient of ours. I just need a breakdown of her benefits.
[AGENT][NEUTRAL] OK, sure. I can assist you with the breakdown of benefits, and this is for dental, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Alright, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Of course, it'll be [PII].
[AGENT][NEUTRAL] Alright, thank you. And the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Um, GDC smile.
[AGENT][NEUTRAL] That was GBC or GDC?
[CUSTOMER][NEUTRAL] GDP.
[AGENT][NEUTRAL] CDC oh sorry.
[AGENT][NEUTRAL] OK, now.
[CUSTOMER][NEUTRAL] Mhm, that's OK.
[AGENT][NEUTRAL] All right. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm. It's 026081887.
[AGENT][NEUTRAL] Alright, and what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you. All right, and we have an effective date of [PII]. It is active at the moment and you need the benefit given to you verbally or faxed over to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I had it faxed over, but it's missing some information that I need.
[AGENT][NEUTRAL] OK, and what information is that?
[CUSTOMER][NEUTRAL] Um, I'm wanting to know for the SRP what's the frequency?
[AGENT][NEUTRAL] OK, um, what code is that? I'm sorry.
[CUSTOMER][NEUTRAL] Mhm. That's OK. D 4341.
[AGENT][NEUTRAL] 4341. OK, this one is the basic, so I don't think it's covered under this one, but let me double check, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um
[AGENT][NEGATIVE] Yes, 4341 is not covered under this one.
[CUSTOMER][NEUTRAL] OK, so she has just a basic plan?
[AGENT][NEUTRAL] Yeah, it's just basic. So it will only cover preventative, radiograph FMX, basic expense and basic restorative only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what about, um, code D 4910?
[AGENT][NEGATIVE] Nothing on the 4 49 10 is not covered either. So and theonics and periodonics are not covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Let me see what else. Could I get the frequency for um some, for bite wings?
[AGENT][NEUTRAL] OK, uh, let's see, it's going to be, and you're gonna be using 270, 274, or 274, and that's gonna be limited to 2 or um no, I'm sorry, limited to one bite X-ray procedure and any combination of 270, 272, or 274 for 12 month period, so once for 12 months.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] One for 12 months.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um a PA?
[AGENT][NEUTRAL] Mm, what is that called?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] The code for P B 0220.
[AGENT][NEUTRAL] OK, so that's basic, um, there is no limitations on that one, so there's no frequency.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. OK, then I think that'll be it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today? Any other questions or concerns?
[CUSTOMER][POSITIVE] No, I think that'll be it thank you.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling APL. Have a good afternoon, [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.