AccountId: 011433970860
ContactId: 0d239c1c-c8dc-48ca-af8c-6491de445cc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 999190 ms
Total Talk Time (AGENT): 168149 ms
Total Talk Time (CUSTOMER): 129833 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/0d239c1c-c8dc-48ca-af8c-6491de445cc0_20250519T20:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office. I need some dental benefits.
[AGENT][POSITIVE] OK, sure. I can assist you with dental benefits. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, thank you. May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Yeah, it's Southern Dental of Fort Smith.
[AGENT][NEUTRAL] I'm sorry, I didn't get that. Can you repeat the name?
[CUSTOMER][NEUTRAL] It's Southern Dental of Fort Smith.
[AGENT][NEUTRAL] Southern Dental. OK. Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 06168778.
[AGENT][NEUTRAL] OK, one moment, let me pull that information.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Oh, sorry, sorry. Uh, it's [PII] with the date of birth, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you need the benefit information given to you verbally or faxed over to you or you have a specific questions?
[CUSTOMER][NEUTRAL] I have specific questions.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh, what's the effective date?
[AGENT][NEUTRAL] OK. The effective date is [PII]. It is active at the moment for Ms. [PII].
[CUSTOMER][NEUTRAL] OK. And what's the, what's your pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. And on this policy, there is no group name, no group number, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And are you able to check the provider's participation?
[AGENT][NEGATIVE] There's no network on this one.
[CUSTOMER][NEUTRAL] Uh, what can it be?
[AGENT][NEGATIVE] No network.
[CUSTOMER][NEUTRAL] OK. There's no network for this plan, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, what's the annual max or deductibles? Anything goes from the annual max or deductibles?
[AGENT][NEUTRAL] OK, let me check on that one moment.
[AGENT][NEUTRAL] OK, yeah, of today she has not used her benefits, so she still have the full $1000 available with the $50 deductible.
[CUSTOMER][NEUTRAL] $50 individual deductibles applies to all service or just for basic or major services.
[AGENT][NEUTRAL] It's gonna be for um all service.
[CUSTOMER][NEUTRAL] All services, OK. And there is no fee scheduled, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This one we pay flat amounts based on the coding. So, um, what I can do is send you a copy of the schedule benefits if you need it.
[CUSTOMER][NEUTRAL] OK. And there is no waiting period?
[AGENT][NEGATIVE] None on this one, no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And is there any last date of service for 0 to 10?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, last date of service history.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said it's for 0 to 10?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] I don't have a 0 to 10 for the history.
[AGENT][NEUTRAL] I have a panel.
[CUSTOMER][NEUTRAL] And 0330?
[AGENT][NEUTRAL] Mhm. Yeah, the last panel is on [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] They share frequency.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. OK. So it, it does not fit the frequencies.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. And for 0 120 and 1110?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] And the last um prophy was [PII].
[AGENT][NEUTRAL] And what's the first one before that one?
[CUSTOMER][NEUTRAL] 0 120
[AGENT][NEUTRAL] 13.
[AGENT][NEUTRAL] The last oral examination was [PII].
[CUSTOMER][NEUTRAL] 0274
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] 0274. The last bit we was [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII]?
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't have anything for [PII].
[CUSTOMER][NEUTRAL] And the last one is 0140.
[AGENT][NEUTRAL] There's nothing for 140.
[CUSTOMER][NEUTRAL] What's the reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] What's your name? Can you repeat?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK. And can you send me the fax?
[AGENT][NEUTRAL] Mhm. What is the fax number?
[CUSTOMER][NEUTRAL] It's, uh, give me one second. [PII].
[CUSTOMER][NEUTRAL] 967
[CUSTOMER][NEUTRAL] 8801.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] OK, OK. Thank you.
[AGENT][NEUTRAL] OK, you're welcome. One moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today, Mr. [PII]?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, Mr. [PII], can you hear me?
[AGENT][NEUTRAL] The the one.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Mr. [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK, um, yeah, I send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You can.
[AGENT][NEUTRAL] No.