AccountId: 011433970860
ContactId: 908c2978-8a02-4094-a66a-c46339f4e050
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154440 ms
Total Talk Time (AGENT): 61378 ms
Total Talk Time (CUSTOMER): 49558 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/908c2978-8a02-4094-a66a-c46339f4e050_20250311T15:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Yazoo Dental Group, and I was calling about benefits on a member we have in office.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] 00 I'm sorry 02273457.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][POSITIVE] Yes, benefits.
[AGENT][NEUTRAL] OK, I can help you with that. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] Um, what I need to know if you could just tell me what the plan covers on preventive, basic, and major.
[AGENT][NEUTRAL] OK, any benefits given over the phones, not a guarantee of payment. The effective date was [PII].
[AGENT][NEUTRAL] For preventative is 100% the usual and customary rate.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Basic is 80% and major is 40%.
[CUSTOMER][NEUTRAL] 40. OK, and the annual max?
[AGENT][NEUTRAL] The annual maximum is 1500.
[CUSTOMER][NEUTRAL] OK, and deductible?
[AGENT][NEUTRAL] Deductible is $50 on everything except for preventative.
[CUSTOMER][NEUTRAL] OK, has it been satisfied?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It has not.
[CUSTOMER][NEUTRAL] OK, on partials and dentures, what's the frequency on that?
[AGENT][NEUTRAL] Parcels and dentures are every 5 years.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Any history of parts of the entry?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, is there missing two calls?
[AGENT][NEUTRAL] There he is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's all the information I need.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.