AccountId: 011433970860
ContactId: 24fc19f1-8f76-42f7-9910-cba2fd7bd306
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320980 ms
Total Talk Time (AGENT): 109092 ms
Total Talk Time (CUSTOMER): 87613 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/24fc19f1-8f76-42f7-9910-cba2fd7bd306_20250423T21:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I'm calling to check um eligibility on my patient.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] OK, thank you. And what's the name of the facility you're calling from, Ms. Age?
[CUSTOMER][NEUTRAL] Gregory Strain Family Dentistry.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is.
[CUSTOMER][NEUTRAL] 02478121.
[AGENT][NEUTRAL] All right. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is the dental policy.
[CUSTOMER][NEUTRAL] Alright, is there a fax that you could send me of benefits?
[AGENT][NEUTRAL] Mhm. Sure. What is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes, and what of the schedules should we follow?
[AGENT][NEUTRAL] It's on you're showing customary rates UCR.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you mind holding? OK, go ahead.
[CUSTOMER][NEUTRAL] And then um.
[CUSTOMER][NEUTRAL] No, that's fine, that's fine go ahead.
[AGENT][NEUTRAL] And do you mind holding for me while I send this out to you right now?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Do you have any other questions for me?
[CUSTOMER][NEUTRAL] Um, can you tell me if he's eligible for an SMS?
[AGENT][NEUTRAL] Oh history, um, OK, bear with me just a second. Let me send this out before I answer that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I thought you just got here. No, no, I thought, and look, I thought you were like.
[CUSTOMER][POSITIVE] That sounds. Are you ready? I'm ready. I'm good. How are you?
[AGENT][NEUTRAL] Gonna be one more minute.
[CUSTOMER][NEUTRAL] Come on back.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'm on the phone. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you said you need um free um history. OK, um let me get that. I already sent that fax, OK?
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, so under history, we have
[AGENT][NEGATIVE] No history. There's no history on file. Mm no.
[CUSTOMER][NEUTRAL] No history for anything, huh? OK. All right, perfect. Can you tell me what uh a perio maintenance is covered at?
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I think um.
[AGENT][NEUTRAL] One moment, let me go back to the benefits, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so, um, that's gonna be under major service which is 40% after the 12 month waiting period. Um, his waiting period is gonna be up on [PII].
[CUSTOMER][NEUTRAL] [PII] andario maintenance is under that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm, yes.
[CUSTOMER][POSITIVE] All right, OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Thank you for calling APO. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye-bye.