AccountId: 011433970860
ContactId: db0473e2-5cbf-4c1b-af69-af41b3c4efcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379019 ms
Total Talk Time (AGENT): 66124 ms
Total Talk Time (CUSTOMER): 136979 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/db0473e2-5cbf-4c1b-af69-af41b3c4efcc_20250527T14:36_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was wondering if I could just ask you some benefits, um, y'all sent me a fax, but there's some things I couldn't find on it.
[AGENT][NEUTRAL] OK. Um, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I do 02608840.
[AGENT][NEUTRAL] And can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, it is for [PII].
[CUSTOMER][NEUTRAL] And hold on let me find her date of birth.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Just one moment, I've got to back into it.
[CUSTOMER][NEUTRAL] I have uh um sorry, [PII].
[AGENT][POSITIVE] OK, thank you. And how can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Is that the correct one that I have?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Let me see because I thought it was under her husband [PII].
[AGENT][NEUTRAL] Oh, actually, what was the date of birth again?
[CUSTOMER][NEUTRAL] I had [PII], but I may have the wrong.
[AGENT][NEGATIVE] Oh, that's, yeah, that's not right.
[CUSTOMER][NEGATIVE] That's not right, OK, um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I wonder if it would be on the fax that you sent me.
[AGENT][NEUTRAL] No, we don't have it on our fact facts.
[CUSTOMER][NEGATIVE] Oh, because it's [PII], I gave you the wrong name.
[CUSTOMER][NEUTRAL] That would explain it, OK.
[CUSTOMER][NEUTRAL] How about [PII]?
[AGENT][NEUTRAL] Yeah, that's it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh let me do 1002 73, um, do you want me just ask you what the questions are?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, first of all, is this a calendar year?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, and do you happen to know the employer?
[AGENT][NEUTRAL] The employer is.
[AGENT][NEUTRAL] That's BG, B as in boy, G as in girl, Staffing Inc.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this policy has no major coverage, is that correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, um, let me see payer ID?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] OK, and uh limited exam frequency, it's uh code 0140?
[CUSTOMER][NEUTRAL] I'm trying to see if that's shared with a 0120 or in addition.
[AGENT][NEUTRAL] Um, let me see here.
[AGENT][NEUTRAL] What were the codes?
[CUSTOMER][NEUTRAL] 0140 and 0120.
[AGENT][NEUTRAL] Uh, yes, it's shared. It's on the last page.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Shared and so that's 2 and 12 months.
[CUSTOMER][NEUTRAL] Um, y'all have perio maintenance, uh, frequency? Is that shared with 1110 or in addition that code is 4910.
[AGENT][NEUTRAL] Mhm
[AGENT][NEGATIVE] Uh, it's not on there. It's not covered.
[CUSTOMER][NEUTRAL] Oh, so I don't cover any pero at all?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Not 4910. What were the other codes?
[CUSTOMER][NEUTRAL] 4341 and 4342.
[AGENT][NEUTRAL] Uh, I, I don't show them on the plan.
[CUSTOMER][NEUTRAL] OK, and you said root canals were at 80%?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] No, did you get a fax back that has all the codes listed?
[CUSTOMER][NEUTRAL] Oh well.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I thought it said y'all don't cover rootsal either.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] It's, it's very limited.
[CUSTOMER][NEUTRAL] OK, so basically just cleanings and fillings.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alrighty, and were there any waiting periods?
[AGENT][NEUTRAL] No, there's no waiting periods.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I've
[CUSTOMER][POSITIVE] I think that's everything I need so just cleanings and fillings um.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Oh.