AccountId: 011433970860
ContactId: 8bed43c7-516c-4b82-8d6c-818517c1d317
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207910 ms
Total Talk Time (AGENT): 74183 ms
Total Talk Time (CUSTOMER): 122526 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/8bed43c7-516c-4b82-8d6c-818517c1d317_20250129T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling from a provider's office, and I am just calling to get a little bit more information uh regarding my patient's policy.
[AGENT][NEUTRAL] OK, is this for service in an office setting or outpatient facility?
[CUSTOMER][NEUTRAL] Um, it is at a provider's office at dental.
[AGENT][NEUTRAL] Oh, dental. OK, so are you wanting benefits, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, do you want to schedule faxed to you?
[CUSTOMER][NEUTRAL] Um, I did, and I just, I'm not getting enough information with it.
[AGENT][NEUTRAL] You have it?
[AGENT][NEUTRAL] OK, got it. OK, what's the policy number?
[CUSTOMER][NEUTRAL] Yes, that is 02586323.
[AGENT][NEUTRAL] And I'll get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, that is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, so I'm not sure how to pronounce it, but it is [PII] and the last name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[AGENT][NEUTRAL] OK. And so you had questions regarding the schedule of benefits that you received?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK. How can I help you with that?
[CUSTOMER][NEUTRAL] Um, so for the employer, um, is this just like an individual policy, or?
[AGENT][NEUTRAL] It's a group plan, it's a group policy.
[CUSTOMER][NEUTRAL] OK, so there's no employer name.
[AGENT][NEUTRAL] Yes, there is a group name and number. I can give you that.
[CUSTOMER][NEUTRAL] Yes, may I have that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Creative Circle is the name of the group. The group number is 70,030.
[CUSTOMER][NEUTRAL] OK, and this does run on a calendar year, correct?
[AGENT][NEUTRAL] Mhm, I think the top of that form you have says calendar year maximum of 500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Calendar. Oh yes, yes, yes, OK, and then, um, I wanted to ask, um, there was no information regarding like Pero or, um, crowns, are those just not covered services?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not covered. So what's on the schedule is covered, which would be the preventive and then the basic services only.
[CUSTOMER][NEUTRAL] Oh OK, so preventative at 100% and then just fillings at 80%, all other things that aren't listed are not covered.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK and um is everything still remaining on like maximums he doesn't have history, does he?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No history, so the max is remaining at this time.
[CUSTOMER][NEUTRAL] No history.
[CUSTOMER][NEUTRAL] OK, and deductible is remaining. OK, and is there any coordination of benefits for this policy or waiting periods? OK.
[AGENT][NEUTRAL] It's standard.
[AGENT][NEUTRAL] There's no major, so there's no waiting periods in that column it says 0,
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Sure, sure, sure, sure, OK, so everything else is just not covered if it's not listed. OK, that's very helpful. Can I just go ahead and get um a reference number then?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] My name in today's date, [PII], first initial of last name is [PII]. And any other questions, [PII] I can assist with today?
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You take care uh huh you too bye bye.