AccountId: 011433970860
ContactId: f8310ab0-0664-42cd-9142-292a65a16775
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240550 ms
Total Talk Time (AGENT): 80586 ms
Total Talk Time (CUSTOMER): 100680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/f8310ab0-0664-42cd-9142-292a65a16775_20250328T15:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a, uh, patient coming in and we, um, I work oral surgery office, and we were wondering if we could get a breakdown of benefits.
[AGENT][NEUTRAL] OK. What was your name and a good callback number?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] It's [PII] at Olympic Peninsula Oral Surgery, Doctor [PII], and that's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And you needed um benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, eligibility then yeah.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Do you have the, uh, policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number is 025961771.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII], and that's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm so [PII] which is uh.
[AGENT][NEUTRAL] This is not a guarantee of payments basic outline of the policy. Uh, I show her effective and active [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me pull up her policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, so we have you down, uh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] So she has a $500 calendar year maximum benefit.
[AGENT][NEUTRAL] Uh, preventative services pay 100%.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Basic pay 80% subject to a $50 calendar year deductible.
[AGENT][NEUTRAL] And then I can send you a fax back which will outline everything. Do you want me to do that or do you wanna go over some specifics?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'd be wonderful, yes please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, does it include anesthesia and with some teeth?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] So, um
[CUSTOMER][NEUTRAL] Let me, yeah, let me put you on hold and.
[CUSTOMER][NEUTRAL] I'm gonna pull your chart
[CUSTOMER][NEUTRAL] You want me to call you back?
[AGENT][NEUTRAL] Let me look that up. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Or I can get the fax and call back, but since I have you here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Email is [PII]
[AGENT][NEUTRAL] OK, yes, uh erupted, um, extraction is covered 7140.
[AGENT][NEUTRAL] Um, let's see. Do you have the code for anesthesia? It's got codes listed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, 9222 or 9223.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I don't have that uh listed.
[CUSTOMER][NEUTRAL] OK, does it have oral surgery listed on the fax?
[AGENT][NEUTRAL] It does have oral surgery, but it's for 7140.
[CUSTOMER][NEGATIVE] At all
[CUSTOMER][NEUTRAL] OK, what percentage of that?
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Uh, that pays 80%.
[CUSTOMER][POSITIVE] OK perfect thank you and I would love a fax if I could.
[AGENT][NEUTRAL] OK, what's your fax?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, if you just give me one moment, I'll get that faxed over. And is there anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] No, that was everything. I'm sorry I missed your name though.
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][POSITIVE] [PII], OK, thank you so much, [PII]. I appreciate your time.
[AGENT][POSITIVE] Thank you for calling APL. Have a good weekend.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Right.