AccountId: 011433970860
ContactId: a98674fa-6cb8-4b15-8dc6-a29004907705
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186460 ms
Total Talk Time (AGENT): 80110 ms
Total Talk Time (CUSTOMER): 78775 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/a98674fa-6cb8-4b15-8dc6-a29004907705_20250410T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Habersham Dental Center, and I was calling to see if I can get a fax with one of my patients.
[AGENT][NEUTRAL] Yeah we're just needing a fax back.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Got you. Alright, Ms. [PII], can I get a good call back number from you first in case we're disconnecting?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Thank you, would you mind spelling your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] 02558138
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] OK, the number is gonna be [PII], the last name, I'm just gonna spell it out for you, [PII]
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and then did you have her date of birth?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that [PII]. Uh, so of course this policy is active. Effective date was [PII]. And what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent to you now. I should get it within about 10 minutes or so. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, um, while you're on their policy, I just have a few questions, um, just a couple codes, um, I was just gonna see if they were covered, um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] If you don't mind, OK, alright, oh, is there any waiting periods?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Um, yes. So for all major, um, major expenses, endodontic, periodontic, uh, oral surgery, those all have a twelve-month waiting period. Um, no waiting period for preventative radiographs or basic expenses.
[CUSTOMER][NEUTRAL] OK, alright, waiting periods and then so is sedation considered basic or um IV sedation is considered basic or major? Do you know? I, I'll just give you the, yeah, I do, um, [PII] 43 and [PII].
[AGENT][NEUTRAL] Do you have that code by chance?
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so it doesn't look like either of those codes are covered under this policy.
[CUSTOMER][POSITIVE] I'm covered. OK, that's, that's exactly what I needed.
[AGENT][NEUTRAL] OK, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Let me see, because she's getting work done. Nope, that's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. You should be getting this shortly and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.