AccountId: 011433970860
ContactId: a270e0f5-fa08-486e-be81-a6f9b00207f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173509 ms
Total Talk Time (AGENT): 73747 ms
Total Talk Time (CUSTOMER): 61441 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/a270e0f5-fa08-486e-be81-a6f9b00207f9_20250506T13:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] at Brandon Dental Associates and I need to verify members coverage.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on coverage. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 02122218
[AGENT][POSITIVE] Alright thank you let me pull this up.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII], [PII]. 0, that's that. I'm sorry, uh, [PII], [PII].
[AGENT][POSITIVE] Oh, thank you so much. Patient is active. It looks like the effective date on here is [PII].
[AGENT][NEUTRAL] And then we can also send fax backs if you guys need it.
[CUSTOMER][NEUTRAL] OK, that would be helpful. Uh, can you tell me what the, the frequency and the age limitations are for fluoride?
[AGENT][POSITIVE] Yeah, absolutely. Let's see fluoride.
[AGENT][NEUTRAL] All right. So it looks like it is limited to dependent children under the age of [PII] and it's a maximum of 1 procedure for 12 months.
[CUSTOMER][NEUTRAL] OK, every 12 months and I think I had the wrong age limit on there.
[CUSTOMER][NEUTRAL] So it would be [PII], it'd be through, through the age of [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and every 12 months I had that crack, but I I just thought I better check that age level.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what about sealants is the limitation on that [PII] as well? That's what I have. I just wanna make sure.
[AGENT][NEUTRAL] Yeah, I believe it is. Let me, let me double check it just to make sure.
[AGENT][NEUTRAL] You want
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It, it looks like it is same age limit.
[CUSTOMER][NEUTRAL] OK, OK, and you said you can send the fax back?
[AGENT][POSITIVE] Yeah, absolutely, if, uh, what's a good fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just to confirm, [PII], that was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, so give me about 5 minutes. I'll have that over there. Did you need me to check anything else?
[CUSTOMER][NEUTRAL] No, I don't think so.
[AGENT][POSITIVE] Alright sounds good thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Mhm bye bye.