AccountId: 011433970860
ContactId: f2411ce4-d0c8-48a3-8f58-5a2591ff8f28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243220 ms
Total Talk Time (AGENT): 78164 ms
Total Talk Time (CUSTOMER): 101993 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/f2411ce4-d0c8-48a3-8f58-5a2591ff8f28_20250606T21:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from dental office checking for eligibility and benefits on a recorded line. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing pretty fine, thank you for asking, [PII].
[AGENT][POSITIVE] OK, now I can, I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] and that's a direct line.
[AGENT][NEUTRAL] And you have the policy number of that patient?
[CUSTOMER][NEUTRAL] Sure. The policy number which I have is 02586539.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] The name of the patient is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, so this policy is active and effective [PII].
[AGENT][NEUTRAL] Um, I can send over a fax of all of the codes that are covered, as well as the frequency and durations, unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, uh, which, OK, uh, first of all, uh, can I you know the, which reschedule should follow this one?
[AGENT][NEUTRAL] Uh, we just follow what's reasonable and customary.
[CUSTOMER][NEUTRAL] OK, reasonable customer, OK. And OK, in the fax bag there will be uh information about the uh missing two clause and the history and all.
[AGENT][NEGATIVE] Um, yes, it, it does show a missing tooth clauses and there's no history on file at all for this patient.
[CUSTOMER][NEUTRAL] OK, and downgrades for fillings and crowns?
[AGENT][POSITIVE] Um, there are no downgrades.
[CUSTOMER][NEUTRAL] No downgrades, OK. And uh for the SRP how many quads can be done on the same day?
[AGENT][NEUTRAL] Is that for pero?
[CUSTOMER][NEUTRAL] Uh, for procedure, uh oh, yeah, for period. I'm sorry.
[AGENT][NEUTRAL] Um, not a guarantee of payment, basic outline of the policy. So this is a very limited policy and they don't have any coverage for Pero.
[CUSTOMER][NEUTRAL] OK, no coverage for period, OK.
[CUSTOMER][NEUTRAL] And, and the pre-authorization is required or not?
[AGENT][NEUTRAL] That's not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, you can send me the copy of fax. Is there uh something is not available here it means not covered, right?
[AGENT][POSITIVE] That's correct, yes. Um, let me get this typed.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me get the facts pulled up.
[AGENT][NEUTRAL] OK. And then what is
[CUSTOMER][NEUTRAL] Can send by email.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, can you send me the email?
[AGENT][NEUTRAL] Uh, no, we can only send by fax. Um, what's your fax number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] 24
[CUSTOMER][NEUTRAL] Yes, and how much time it will take to receive the fax?
[AGENT][NEUTRAL] Um, I just sent it, so I just give it just a couple of minutes. It should only take a few minutes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right. And OK, is there any reference number for the call?
[AGENT][NEUTRAL] That reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. All right then, [PII], thank you so much. I really appreciate your help and time and have a great day.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day too. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye for now bye bye.