AccountId: 011433970860
ContactId: efb537c3-05e6-4649-9ecd-9fce3b741635
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373899 ms
Total Talk Time (AGENT): 122230 ms
Total Talk Time (CUSTOMER): 93417 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/efb537c3-05e6-4649-9ecd-9fce3b741635_20250414T13:58_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey hon, can you give me just a moment please?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Sorry about that, um, so I'm needing a breakdown of benefits for a mutual patient of ours.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII] and that number is [PII].
[AGENT][NEUTRAL] And what provider's office are you calling with?
[CUSTOMER][NEUTRAL] Aspen Dental.
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] She's mine or do you buy or
[CUSTOMER][NEUTRAL] Do both.
[CUSTOMER][NEUTRAL] Sorry about that, can you repeat that for me?
[AGENT][NEUTRAL] Uh, the policy number of the patient.
[CUSTOMER][NEUTRAL] Um, OK, so I've got 025925799.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the name?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, let me get this pulled up.
[AGENT][NEUTRAL] And this is not a guarantee of benefit or payment. This is a basic outline of the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks like the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The $500 calendar year maximum benefit.
[AGENT][NEUTRAL] And preventative pays 100%.
[CUSTOMER][POSITIVE] very good.
[AGENT][NEUTRAL] Basic pays 80% after a $50 calendar year deductible.
[CUSTOMER][NEUTRAL] It will help with the.
[CUSTOMER][NEUTRAL] Which
[AGENT][NEUTRAL] And then um I can send you a fax back. Are you, do you need that?
[CUSTOMER][NEUTRAL] with that one.
[CUSTOMER][POSITIVE] Um, if I can just get it over the phone, that'd be great.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what are you wanting to check on?
[CUSTOMER][NEUTRAL] Any
[CUSTOMER][NEUTRAL] All of it
[CUSTOMER][NEUTRAL] Um, major, it was 50.
[AGENT][NEUTRAL] Uh, there's no major coverage.
[AGENT][NEUTRAL] Just a a limited plan.
[CUSTOMER][NEUTRAL] No major? OK.
[CUSTOMER][NEUTRAL] OK, what about oral surgery? is that basic?
[AGENT][NEUTRAL] Uh, yes, and it's just 7140.
[CUSTOMER][NEUTRAL] What about Indo Imperio?
[AGENT][NEUTRAL] Um, let's see here.
[AGENT][NEGATIVE] I don't show any coverage for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, exams, is it 2 and 12?
[CUSTOMER][NEUTRAL] Cleaning 2 and 12.
[AGENT][NEUTRAL] Yeah, exams, 2 in a 12 month period, um, cleanings.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, 2 in a 12 month period.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, bye wings 2 and 12.
[CUSTOMER][NEUTRAL] I was
[AGENT][NEUTRAL] Uh, bite wings are.
[AGENT][NEUTRAL] Uh, one bite wing X-ray procedure for twelve-month period, and they pay.
[AGENT][NEUTRAL] Um, I don't think they're prevented. Let me check.
[AGENT][POSITIVE] OK, yeah, actually they are preventive, yes.
[CUSTOMER][NEUTRAL] OK, um, full mouth pano.
[AGENT][NEUTRAL] Well now Pao pays the 80% after a $50 deductible, and that is
[AGENT][NEUTRAL] And actually, I'm sorry, bite wings are at 80%. The only thing under preventative is gonna be your cleanings and exams.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that's it. Um, full mouth pano is.
[CUSTOMER][NEUTRAL] Mm, OK, but the frequency, is it 1 in 36?
[AGENT][NEUTRAL] The amount is 1 per 5-year period.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then no ortho coverage correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alrighty and then are there any waiting periods?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, there are no waiting periods.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Downgrades or missing tooth causes? No.
[AGENT][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] No, there isn't.
[CUSTOMER][NEUTRAL] Well, it doesn't really cover any of that and then um.
[CUSTOMER][NEUTRAL] The um claims address?
[AGENT][NEUTRAL] Claims address is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.