AccountId: 011433970860
ContactId: 06350e4a-4ba5-43f7-8957-cf7d5aee12d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220800 ms
Total Talk Time (AGENT): 81169 ms
Total Talk Time (CUSTOMER): 59077 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/06350e4a-4ba5-43f7-8957-cf7d5aee12d8_20250626T15:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] at more dental office. I was calling to verify some, uh, benefits on a patient please.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh yes, 02614634.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, it could either be Turbo or Bailey. Um, we have it as, as both. Her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, it looks like the policy is active and effective [PII].
[AGENT][NEUTRAL] Um, I can send over a fax back that outlines all the benefits, codes, frequencies, duration, and calendar max, um, unless you need something on the phone.
[CUSTOMER][NEUTRAL] Um, no, the fax would be fine.
[AGENT][NEUTRAL] OK, [PII], what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Do you need the history that won't be on the facts. Um, do you need that information while we're on the phone?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Alright, let me see what we got.
[AGENT][NEUTRAL] Um, so not a guarantee of payment basic outline of the policy. Looks like they do have, let me give you the calendar max, so 500 and she's used.
[AGENT][NEUTRAL] I know what it is.
[AGENT][NEUTRAL] She's used 358 of her 500.
[AGENT][NEUTRAL] Uh, it looks like she had a cleaning and exam, 424-25.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So she had a cleaning already?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 424 25, so she would not be um eligible for another cleaning right now, would she?
[AGENT][NEUTRAL] Right, yeah, um, that looks like the only thing that affects frequency and duration that she's had, so besides the calendar year max.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, she's used 358 so.
[CUSTOMER][NEUTRAL] She's got 142 left.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, uh, and your name again was it [PII]?
[AGENT][POSITIVE] Yes, definitely. Uh-huh.
[CUSTOMER][POSITIVE] OK, all right, thank you. I appreciate your help. Um, has she had any X-rays besides the cleaning and exam on [PII]?
[AGENT][NEUTRAL] Uh, just show a single X-ray, um, but she didn't have any bite wings or panos or FMX on file.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright I appreciate it thank you.
[AGENT][POSITIVE] OK, thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.