AccountId: 011433970860
ContactId: c1e75d59-1384-4b25-87ec-d9d0a76fc8f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226029 ms
Total Talk Time (AGENT): 118518 ms
Total Talk Time (CUSTOMER): 47119 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/c1e75d59-1384-4b25-87ec-d9d0a76fc8f4_20250520T13:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I need to get some benefit information on a patient.
[AGENT][POSITIVE] I mean, [PII], happy to uh check benefits for you. Do we have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, the ID I have is 589706.
[AGENT][POSITIVE] All right, let's pull that up, see what we get here.
[AGENT][NEUTRAL] And then if I could verify the patient name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you. And are we looking for dental coverage or medical?
[CUSTOMER][NEUTRAL] Yes, for dental.
[AGENT][NEUTRAL] Dental. OK. So the patient is active. Uh, looks like their effective date on here, sorry, is [PII].
[AGENT][NEUTRAL] And we can also send a fax back with benefits if you needed that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][POSITIVE] Absolutely. What's a good fax number for you guys, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and should we mark attention to anybody on there?
[CUSTOMER][NEUTRAL] Um, you can use my name [PII].
[AGENT][POSITIVE] OK, absolutely.
[AGENT][NEUTRAL] Was there anything else you needed?
[CUSTOMER][NEUTRAL] Um, I just need to see if she's used any of her max and deductible.
[AGENT][POSITIVE] OK, yeah, absolutely. Let me see what we got here.
[AGENT][NEUTRAL] All right, so it looks like the patient has a calendar max of $1000 and then their deductible is $50 up to $150 per family. They do have both amounts um in full remaining. Nothing's been used this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then lastly, could I just see if she may be eligible for pro fee exam by wings or FMX?
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] All right, so it looks like the last trophy that I see and bite wings were on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They can do cleanings once every 6 months, of course, and same with white wings.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, what else did you need me to check on?
[CUSTOMER][NEUTRAL] Uh, the FMX or panoramic.
[AGENT][NEUTRAL] Oh yeah, FMX or panel, let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so it looks like the last FMX that I see on file is back in [PII].
[AGENT][NEUTRAL] And they're allowed those once every 3 years.
[CUSTOMER][NEUTRAL] OK perfect and then can I just have a reference number?
[AGENT][NEUTRAL] Absolutely. That's gonna be my name with my last initial and then today's date. My name again is [PII], that's [PII] Last initial is gonna be [PII], and then today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.