AccountId: 011433970860
ContactId: 8e0b1959-a0df-4c75-a573-6c3ba595e448
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214279 ms
Total Talk Time (AGENT): 79979 ms
Total Talk Time (CUSTOMER): 119063 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/8e0b1959-a0df-4c75-a573-6c3ba595e448_20250305T22:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] with Broker Resources. How are you?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm well. I'm calling because I have um [PII] from Boston Dental. He, she's wanting to talk about, um, like she's obviously with the dental office and she has a patient of the name of [PII] and she's needing to figure out what is covered and what is not covered. I have a policy number for you and I've already verified it's his policy number is 202444.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] 564.
[AGENT][NEUTRAL] OK, so she's calling for benefits. OK, I can help her, [PII].
[CUSTOMER][POSITIVE] Yes, OK, I'm gonna join you guys now, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey [PII], I have claims on the line for you.
[CUSTOMER][POSITIVE] Thank you of course have a good day. You too.
[AGENT][NEUTRAL] Hello, [PII], this is [PII]. I can help you with dental benefits.
[CUSTOMER][NEUTRAL] Hi [PII] and I did go I did click around enough to find [PII]'s date of birth if you if if you still need that.
[AGENT][POSITIVE] Yes, please. Thank you so much.
[CUSTOMER][NEUTRAL] His date of the insurance holder is [PII], [PII].
[AGENT][NEUTRAL] OK, and he is the.
[AGENT][POSITIVE] Yes, ma'am. Thank you. And he is the patient, is that correct, please, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, the, the patient is [PII].
[AGENT][NEUTRAL] OK. All right. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. Appreciate that. OK, now this dental plan shows effective as of [PII] and it shows as active.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] This plan pays by UCR, usual customer and reasonable rates. There is no preferred provider network for this plan.
[AGENT][NEUTRAL] And for benefits?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Once I finish with the verbal breakdown, I can also send over a fax back to you as well.
[CUSTOMER][NEUTRAL] OK, I have specific questions like I don't need to know the whole thing at this point.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's basically, I just need to know what it covers to do with wisdom teeth. I think that the patient needs his wisdom teeth out, surgically out. Um, and I think it was the grandmother that I spoke with said that she had spoke with somebody and it doesn't cover anything to do with wisdom teeth. Um, I just need to clarify.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The policy does cover major services, oral surgery is considered major and that's covered at 40%.
[CUSTOMER][NEUTRAL] 40% coverage.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't mean to cut you off, but.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Really all the rest of it is moot point at this point. He, she just wants his wisdom teeth out and I mean we're not doing it here but.
[CUSTOMER][NEUTRAL] They're we're gonna look at them I I guess I I don't know I just needed to know.
[CUSTOMER][NEUTRAL] Really what it was, but I would love a breakdown sent to me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, of course, what is your fax number please [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me just repeat that to you to confirm. I have that as [PII] as your fax number.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, I will get that faxed over to you. Anything else I can help you with, please, [PII]?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] Hm, OK, well thank you so much for calling [PII]. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.