AccountId: 011433970860
ContactId: d0db1ace-9eef-4514-bfb8-d155f6b34593
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221979 ms
Total Talk Time (AGENT): 119815 ms
Total Talk Time (CUSTOMER): 75127 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/d0db1ace-9eef-4514-bfb8-d155f6b34593_20250211T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I am calling from a dental provider's office. I need to get a dental breakdown on a patient, please.
[AGENT][NEUTRAL] OK, I could send you a fax back, yeah, um, and then I could go over that with over the phone as well. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It is 614-434.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It is Mr. [PII] [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII] and then um let's see what was a good fax number for you for the fax back?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back, make sure I heard that correctly, that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and I would just put this to your attention.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, did you have any other questions for me before I get this sent to you?
[CUSTOMER][NEUTRAL] Does that include anything that has been used towards maximum deductible or any history that might affect frequency?
[AGENT][NEUTRAL] It does not, um, but I can definitely check that for you. Give me just a moment. I'll see if any, it does go on a calendar year, uh, so let me just check that first, see if any of that has been used.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh this was for [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so [PII] has not used any uh so far, um, his spouse has, but he has not. Let's see if I've got any history on file for him.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So the last history that I have for him was from [PII] because that was a periodontal maintenance. That was procedure code 4910.
[CUSTOMER][NEGATIVE] I don't like.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then just before that was [PII] that was code 6930.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And 4910 as well on that date.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Yeah, yeah, quite a few. [PII].
[AGENT][NEUTRAL] And then prior to that it's uh [PII].
[CUSTOMER][NEUTRAL] OK, he doesn't have a history of an FMX or a panel on file.
[AGENT][NEUTRAL] No, not that I see.
[CUSTOMER][NEUTRAL] OK and then um I'm looking at an old fax just to ask real quick the benefit amount listed on the side, is that what the patient pays or is that what the insurance pays?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'm sorry, the, the maximum amount, is that what you said?
[CUSTOMER][NEUTRAL] Yeah, well, when I'm looking at the paper, um, and it says procedure codes description and then benefit amount is the benefit amount what the patient pays or is that what the insurance pays?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's.
[AGENT][NEUTRAL] That's how much the uh insured pays that's how much we would pay for each of those procedures.
[CUSTOMER][NEUTRAL] OK, I.
[CUSTOMER][NEUTRAL] OK, I thought so, but I wanted to make sure. Alright, thank you, ma'am. I'll just look out for that fax.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, sounds good. Any other questions for me, [PII]?
[CUSTOMER][POSITIVE] That's all you have a great day.
[AGENT][POSITIVE] All right, yeah, thanks for giving us a call. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye bye.