AccountId: 011433970860
ContactId: 8fcae8f7-0ff2-4d0f-938e-64aa6af02043
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237000 ms
Total Talk Time (AGENT): 93708 ms
Total Talk Time (CUSTOMER): 108184 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8fcae8f7-0ff2-4d0f-938e-64aa6af02043_20250331T18:00_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is Me[PII]How can I assist you today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, uh, my name is Am[PII]I need to verify a patient's dental benefits.
[AGENT][POSITIVE] I'll be happy to assist with benefits today, Am[PII]if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, um, 25[PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Hold on 00989311.
[AGENT][NEUTRAL] And what I'm sorry 00989311.
[CUSTOMER][NEUTRAL] I'm gonna call
[CUSTOMER][NEGATIVE] No, I won't need it because it's through my.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Jo[PII]2[PII]I got approved for it.
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is Au[PII].
[CUSTOMER][NEUTRAL] And they said it would take to like show it in their system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Um, yeah, that's fine.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Network
[CUSTOMER][NEUTRAL] Like catch up this week. I was on vacation last week.
[AGENT][NEUTRAL] OK, I'm ready for that fax number.
[CUSTOMER][NEUTRAL] Alright, it is 25[PII].
[CUSTOMER][NEUTRAL] You're more than welcome. We can see you, but you would have to pay out of process.
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Alright, you should receive that fax within the next 10 minutes. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Is it?
[CUSTOMER][NEUTRAL] Um, yes, he's here and we need to go ahead and get him back in the chair. Could you just go ahead and tell me his maximum deductible if there's a waiting period missing tooth cloth?
[AGENT][NEUTRAL] OK, maximum is 1500 per calendar year. Deductible is 50 for individual, 150 for family, and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said, uh, yeah, we, there is a missing tooth cloth, um.
[AGENT][NEUTRAL] What was the other question?
[CUSTOMER][NEUTRAL] Is there a waiting period?
[AGENT][POSITIVE] No waiting period. He's been with us more than a year.
[CUSTOMER][NEUTRAL] OK alright and then um.
[CUSTOMER][NEUTRAL] Extractions, what are they covered at? I have codes if you need the codes.
[AGENT][NEUTRAL] Um, what's the code?
[CUSTOMER][NEUTRAL] 7140 and 7210.
[AGENT][NEUTRAL] 7 to 10% is covered under major, so that will be covered at 40%, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was, you said 71?
[CUSTOMER][NEUTRAL] 40.
[AGENT][NEUTRAL] 7140, hm.
[AGENT][NEUTRAL] Oh, OK. Now 7140 is covered on the basic and that's covered at 80%.
[CUSTOMER][NEUTRAL] OK, alright, and then any history for X-rays on file like about wings or paying?
[AGENT][NEUTRAL] Um, yes, there's a pen on Se[PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's it.
[AGENT][NEUTRAL] Oh, no, bite wings, I'm sorry. Bite wings, Se[PII].
[CUSTOMER][NEUTRAL] OK alright
[CUSTOMER][NEUTRAL] 30[PII]Alright, great, thank you. I'll just need a reference number.
[AGENT][NEUTRAL] Reference is just my name Me[PII]ast initial S [PII]and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, no, that was everything.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.