AccountId: 011433970860
ContactId: 8f0a0793-07e4-4439-8386-221b7a12b7ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413329 ms
Total Talk Time (AGENT): 91603 ms
Total Talk Time (CUSTOMER): 132860 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8f0a0793-07e4-4439-8386-221b7a12b7ee_20250602T17:33_UTC.wav
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[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with West Point Family Dental. I was calling to get a breakdown of dental benefits on a patient, please.
[AGENT][POSITIVE] Sure I can help you with that and can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is 02061514.
[AGENT][NEUTRAL] OK, give me just a moment while I look that up.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][NEUTRAL] And can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient is gonna be [PII]'s date of birth [PII].
[AGENT][POSITIVE] Alright, thank you so much and were you wanting to fax that?
[CUSTOMER][NEUTRAL] Um, does it have, like, if endoperio oral surgery is basic or major? Does it have all that on there?
[AGENT][NEUTRAL] Uh, which one were you wanting? It does have basic and major expenses, but which one were you, do you have the code, the procedure code and I can look it up.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, yeah, yeah, I can give you the code, uh, 3310.
[AGENT][NEUTRAL] Let me look it up.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, that is on here.
[CUSTOMER][NEUTRAL] OK and it says if it's basic or major?
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Actually,
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Hold on, I'm sorry I'm trying to see I I just, I don't wanna have to call back, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you tell me, can, can you answer just a couple of questions for me real quickly? Like, not a whole breakdown, just like frequency questions and history questions or would that be on there?
[AGENT][NEUTRAL] Um, the history won't be on there. Um, we do have on this fax back, it has the procedure codes and any limitations that might be with it. And then for this specific policy, we go by percentage of UCR.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so then can you just tell me if he had, I'm, I'm sorry, she has a pan or FMX on file and bye wings. Can you just tell me that?
[AGENT][NEUTRAL] OK, let me go ahead and check.
[CUSTOMER][NEUTRAL] And I think that's all I need actually. I don't think, I think we have an old fax back so.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][POSITIVE] And I apologize, give me just one moment. Let me see if I can find that for you.
[CUSTOMER][NEUTRAL] No, you're fine. You're fine.
[AGENT][NEUTRAL] So I am showing she used some of her benefits, but I'm trying to see what it was.
[CUSTOMER][POSITIVE] I got you, thank you.
[AGENT][NEUTRAL] And you said procedure code was 3310, correct?
[CUSTOMER][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] Um, 0330 is what I'm looking for.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I'm sorry. That was, uh, this is totally different, yeah.
[AGENT][NEUTRAL] 0330. No, you're OK.
[AGENT][NEUTRAL] OK, 0330 is what you're looking for?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing that she's had that done since she's been with us.
[CUSTOMER][NEUTRAL] OK, may I ask about just one specific code and then that's all I have to ask.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If it's covered, I just need to know if it's covered D0367.
[AGENT][NEUTRAL] 0367. Give me just a moment.
[CUSTOMER][POSITIVE] That's like a special X-ray. Yeah.
[AGENT][NEUTRAL] Give me just a moment while I look for it.
[CUSTOMER][POSITIVE] No, you're good, you're fine.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] I have 0367 correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just wanted to make sure.
[CUSTOMER][NEUTRAL] Yeah, and if it's I, I don't expect it to be covered, so.
[AGENT][NEUTRAL] Um, what is it for?
[CUSTOMER][NEUTRAL] It's a, it's a comb beam X-ray, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a type of X-ray.
[AGENT][NEUTRAL] Because I'm not, yeah, I'm not showing that one.
[CUSTOMER][NEUTRAL] OK, and that doesn't surprise me. I just.
[CUSTOMER][POSITIVE] They want me to ask. OK, that's all I needed. Thank you so, so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Great. Well, thank you for calling ATL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks, you too. Bye-bye.
[AGENT][NEUTRAL] OK.