AccountId: 011433970860
ContactId: e2b3f960-c866-4550-9f35-401c014082f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331839 ms
Total Talk Time (AGENT): 107781 ms
Total Talk Time (CUSTOMER): 95916 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/e2b3f960-c866-4550-9f35-401c014082f8_20250613T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling from Recoini Dental Services. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I am also doing good. Thank you for asking that. I need to verify dental benefits for my patient. Can you help me with that?
[AGENT][NEUTRAL] I can help you with dental benefits. [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] My callback number is [PII]. It is a direct line. There is no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 02615991.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the patient's um name and date of birth for me, please?
[CUSTOMER][NEUTRAL] The patient's first name is [PII]. Last name is [PII], and date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like um he has an effective date. This policy has an effective date of [PII]. Did you want to fax back of all the benefits?
[CUSTOMER][NEUTRAL] No, I have some questions. Can you help me with it?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] What question did you have?
[CUSTOMER][NEUTRAL] What is the percentages for 012021602740?
[AGENT][NEUTRAL] Is that just one procedure code or was that multiple?
[CUSTOMER][NEUTRAL] Uh, just I'm asking what is the percentages for preventive basic and measure.
[AGENT][NEUTRAL] It looks like um for preventative, it's going to be at 100%. And what was the other one?
[CUSTOMER][NEUTRAL] Basic
[AGENT][NEUTRAL] Basic is gonna be 80%.
[CUSTOMER][NEUTRAL] Me?
[AGENT][NEUTRAL] That major will be 40%.
[CUSTOMER][NEUTRAL] And what is the individual electable family electable, and the yearly max for this patient?
[AGENT][NEUTRAL] He has a calendar year maximum of $1500.
[AGENT][NEUTRAL] With a $50 deductible.
[CUSTOMER][NEUTRAL] OK, what is the group name for this patient?
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group name is Universal Trucking P&S Transportation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, is there any waiting period for this patient?
[AGENT][NEUTRAL] It looks like there's only a waiting period of 12 months for major expenses, endodontic, periodontic, uh, prosthodontic repairs, and oral surgery. That's the only waiting period.
[CUSTOMER][NEUTRAL] What is the remaining amount in annual max?
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] The annual, the calendar year maximum is 1500.
[CUSTOMER][NEUTRAL] Nothing has been used, right?
[AGENT][NEUTRAL] Are you asking if he's used any benefits yet?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I'm not showing any benefits have been used to date.
[CUSTOMER][NEUTRAL] Is there any or lifetime max for this patient?
[AGENT][NEUTRAL] Uh, only a calendar year maximum.
[CUSTOMER][NEUTRAL] Oh, OK. Uh, I need dental history for my patient which will affect the frequency. Can you help me with that?
[AGENT][NEUTRAL] Um, there is no history on file for him yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all the information I want to today. Do you have a reference number for this call?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date, so [PII] in today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. I too for talking to you. Have a nice day. Bye-bye and happy weekend.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.