AccountId: 011433970860
ContactId: d3b449a7-23f9-404b-b52c-60f0d45c095a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165479 ms
Total Talk Time (AGENT): 76048 ms
Total Talk Time (CUSTOMER): 56641 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/d3b449a7-23f9-404b-b52c-60f0d45c095a_20250319T14:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] with Church Family Dental, and I was calling to get benefits on a patient please.
[AGENT][NEUTRAL] OK, I can verify benefits for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] 02269775
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And um verify the patient's name, date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII]. She's a dependent.
[AGENT][NEUTRAL] Oh, you said [PII]. I don't know I was there, [PII]. OK. Uh, see, I'm showing her effective date is [PII]. She is active on the policy, and are you needing general benefits or I can send you a fax back?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, yes, I'm needing general benefits, but, um, I'll have, uh, some specific questions as well. Are we in network with this policy?
[AGENT][NEUTRAL] Well, with this policy, we don't have a network, so the plan is open.
[AGENT][NEUTRAL] To where we can, um, she can go to any provider and we do take assignments.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you and do you have a group number for this policy?
[AGENT][NEUTRAL] Uh yes, ma'am. It's 20,730.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, is there any downgrades on posterior composites or posterior porcelain crowns?
[AGENT][NEUTRAL] Uh, no, ma'am. There are no downgrades.
[CUSTOMER][NEUTRAL] Or is there any occlusal guard coverage?
[AGENT][NEUTRAL] Uh, Klozaars, uh, let me see, it is considered major.
[AGENT][NEUTRAL] Give me a moment.
[AGENT][NEUTRAL] And it's once every 7 years.
[CUSTOMER][NEUTRAL] What's major coverage percentage?
[AGENT][NEUTRAL] Uh, majors at 40% of UCR.
[CUSTOMER][NEUTRAL] Alright, and what is the replacement period for crowns and bridges and dentures?
[AGENT][NEUTRAL] Uh, crowns and
[AGENT][POSITIVE] Oh Lord, give me one second. I usually have it know it from heart.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] See