AccountId: 011433970860
ContactId: 0a4e9ff6-30a7-4467-928f-0eaa5201c14d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228020 ms
Total Talk Time (AGENT): 77419 ms
Total Talk Time (CUSTOMER): 78601 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/0a4e9ff6-30a7-4467-928f-0eaa5201c14d_20250502T14:28_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I'm calling from Little Cassus Dental, and I got a patient I need to get some eligibility information on.
[AGENT][POSITIVE] Alright, well, I'll be more than happy to assist you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] OK, it's my telephone number is [PII], no extension.
[CUSTOMER][NEUTRAL] And the policy uh is 3603-816.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK. And has she met her deductible or used any of her benefits?
[AGENT][NEUTRAL] Let's see, hold on one moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Just waiting for the fax back to come up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So for [PII], she has not used any of the max or met the deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just need to know what preventative history she has.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Last preventative history. And I show on 88.
[CUSTOMER][NEUTRAL] 16 of 24. She had looks like a exam prophy by wing and a piano.
[AGENT][NEUTRAL] Um, do you have codes because I'll have to look through the, I can search it by code to see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It's uh it is uh 0120. You want all of them or one at a time?
[AGENT][NEUTRAL] Oh, you can give me all of them.
[CUSTOMER][NEUTRAL] OK. It's a 0120.
[CUSTOMER][NEUTRAL] 1110.
[CUSTOMER][NEUTRAL] 0330.
[CUSTOMER][NEUTRAL] And a 0274.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so 00120, um, last day of service was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, 01110 was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, 00330 was also [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And 0274 was also [PII].
[CUSTOMER][POSITIVE] OK, got it. All right. Uh thank you so much, Ms. [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] I believe that's gonna be it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.