AccountId: 011433970860
ContactId: dbc7d226-e45c-4332-9cac-35c88e5eb61d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189539 ms
Total Talk Time (AGENT): 85093 ms
Total Talk Time (CUSTOMER): 71442 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/dbc7d226-e45c-4332-9cac-35c88e5eb61d_20250408T20:41_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm from House on Dental. I need to get uh coverage and frequencies for 10 codes if possible for this patient's policy.
[AGENT][NEUTRAL] Sure, can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Absolutely, um, callback number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then that policy number is 260.
[CUSTOMER][NEUTRAL] 9230.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh huh it's gonna be [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility. This policy has been active since [PII].
[AGENT][NEUTRAL] And it's currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The member has a maximum benefit amount of $500 per calendar year with a $50 deductible that does not apply to us preventative services up to $150 per family. And this is not a guaranteed benefits, just a disclaimer of the policy's coverage. So [PII], the policy does not cover it only covers preventative and basic services, major endoperoprosthesis or surgery crowns, bridges, ortho endoperio. None of that is covered under the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It only covers preventative and basic services.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and then, OK, that brings my codes down to 123 codes 3.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] I'm just, I'm just playing, but.
[AGENT][NEUTRAL] What's the first cold?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Uh, first one is for fluoride 1208.
[AGENT][NEUTRAL] So with varnish it's not covered, but regular fluoride falls on the preventative at 100%.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Maximum of 1 procedure for 12 months and the limited to dependent children aged [PII].
[CUSTOMER][POSITIVE] Sweet, OK.
[CUSTOMER][POSITIVE] Perfect. OK, then my next one would be 4910.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It's not a covered procedure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] To do and then 4346.
[AGENT][NEUTRAL] Not a cover procedure. Is that considered as perio or something?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Sometimes it gets listed as as pero and sometimes I've seen it listed as um preventative so that's why I gotta double check.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] I just want to know the the um description of it. Would you like for me to send you a schedule, a dental schedule?
[CUSTOMER][POSITIVE] Thank you. OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Um, I think I should be good, and I think that's all I needed.
[AGENT][POSITIVE] Alrighty [PII], well, it was a pleasure speaking with you. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks. Goodbye. Thanks for calling APO. Goodbye.
[CUSTOMER][NEUTRAL] Alright bye bye.