AccountId: 011433970860
ContactId: bba94045-270d-424b-8fa9-0e7c238bc9ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396040 ms
Total Talk Time (AGENT): 124948 ms
Total Talk Time (CUSTOMER): 92706 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/bba94045-270d-424b-8fa9-0e7c238bc9ed_20250324T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just had a few questions about a patient's eligibility and benefits.
[AGENT][NEUTRAL] OK, can I get your name and a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And phone number is [PII].
[AGENT][POSITIVE] OK, thank you so much. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] 616.
[AGENT][NEUTRAL] 616.
[CUSTOMER][NEUTRAL] 994.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] 94
[AGENT][NEUTRAL] And what is that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then you had some questions about the benefits?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You know if you decide you wanna do it here. Yes sir.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Um, has this patient met their deductible?
[AGENT][NEUTRAL] Um, let's see, so this is not a guarantee of payment, just a basic outline of the policy.
[AGENT][NEUTRAL] Um, let's
[AGENT][NEUTRAL] See if she's met that.
[AGENT][NEUTRAL] Do you need her effective date too?
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Do you need her effective date or just the benefits?
[CUSTOMER][NEUTRAL] Uh, no, just.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] If she's met her deductibles for the year.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, no, I do not show the deductible has been met yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there any percentages covered for basic major endo?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I can email you uh or uh send a dental fax back if you'd like um.
[AGENT][NEUTRAL] But we can also go over that too, so let me see.
[CUSTOMER][NEUTRAL] And is it a
[CUSTOMER][NEUTRAL] OK, if you could.
[CUSTOMER][NEUTRAL] Go right over the phone, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Through and I just need you to sign a copy for us.
[AGENT][NEUTRAL] Uh, give me just one moment, I'm pulling up that policy.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] So we're currently receiving a fax um if you just.
[CUSTOMER][NEGATIVE] should have been longer than.
[CUSTOMER][NEUTRAL] I thought you were.
[AGENT][NEUTRAL] Hold on just a second. My system is being a little bit slow. Can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Where's the dental fox back?
[AGENT][NEUTRAL] OK, option A.
[AGENT][NEUTRAL] OK, thank you for holding. Uh, looks like, OK, again, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Right just a basic outline of the policy they have a $1000 calendar year maximum and this does work on.
[AGENT][NEUTRAL] My fee schedule. Um, so do you want me to fax you the fax back so you can have all the per amounts for the codes?
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do I need to put that to your attention?
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Uh, do I need to put that to your attention?
[AGENT][NEUTRAL] Or will that come directly to you? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It will come, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I'll get that faxed over to you, which will list everything um for the fee schedule. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Um, I just had two more questions. Um, what is the remaining from their maximum?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see
[AGENT][NEUTRAL] Uh, it looks like they have the full 1000 to utilize.
[CUSTOMER][NEUTRAL] OK, and is this patient eligible for exam profy fight wingspano FMX?
[AGENT][NEUTRAL] Um, yes, so exams, profies, bye wings once every 6 months.
[AGENT][NEUTRAL] Um, full mouth and pano once every 3 years.
[CUSTOMER][POSITIVE] And they're eligible for all that.
[AGENT][NEUTRAL] Yes, they are.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I think that's all.
[AGENT][NEUTRAL] OK, all right, I'll get that sent over um just look out for that, just give it just a few moments, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK thank you have a great.
[AGENT][POSITIVE] Day thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.