AccountId: 011433970860
ContactId: d29d2f4a-55d0-4fcd-b986-566d6692ae1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214399 ms
Total Talk Time (AGENT): 85127 ms
Total Talk Time (CUSTOMER): 49089 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d29d2f4a-55d0-4fcd-b986-566d6692ae1f_20250204T17:10_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], I was just calling to see if a patient was active with their dental coverage and see if you could fax me a breakdown of benefits.
[AGENT][NEUTRAL] Absolutely. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 614-085.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up. And if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] Thanks, [PII].
[AGENT][NEUTRAL] Uh, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date on here is [PII].
[AGENT][NEUTRAL] And what's a good fax number, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, just to confirm, [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, so I'm sending that now. It should be there in about 5 minutes. Is there anything else we can check on for you?
[CUSTOMER][NEUTRAL] Um, I think so. Hang on one second. Uh, can you tell me if she's eligible for a certain procedure code?
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Yeah, let's take a look one second.
[AGENT][NEUTRAL] What is the procedure code?
[CUSTOMER][NEUTRAL] D0330
[AGENT][NEUTRAL] So I don't see it listed on the fax back.
[CUSTOMER][NEUTRAL] That it's covered or that she has one.
[AGENT][NEGATIVE] Yeah, I don't see that it's covered. B 0330. It's not even on the back, so it wouldn't even be covered.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Is that new? because the one, the fact that I'm looking at that we got in for one of 2024 it's on there. I wonder if they took it off.
[AGENT][NEUTRAL] Maybe they just is it just maybe procedure code 0330 for panoramic film is it that or?
[CUSTOMER][NEUTRAL] Oh yeah, yeah, the D is just um the.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] The ADA code. I'm sorry.
[AGENT][NEUTRAL] I gotcha. That's all right. It's my fault.
[AGENT][NEUTRAL] I don't see any history. Let's see. I'm trying to see the last day I even see. I don't even see that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and the history, so she would be, yeah, eligible for it. It looks like the last.
[AGENT][NEUTRAL] Date of service was back in [PII] that I see that.
[CUSTOMER][POSITIVE] Oh perfect all right well that's all I needed.
[AGENT][NEUTRAL] Alright, uh, fax back is on its way, OK, [PII]?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.