AccountId: 011433970860
ContactId: 261fc2da-4857-492a-8cf5-b44084551e26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259730 ms
Total Talk Time (AGENT): 64007 ms
Total Talk Time (CUSTOMER): 52465 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/261fc2da-4857-492a-8cf5-b44084551e26_20250317T16:17_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from a dental office, and I just want to verify that the patient still have active dental coverage.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII] and there's no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 707-875
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is January I'm sorry, [PII].
[CUSTOMER][NEUTRAL] And has she used any of her annual max or met her deductible yet?
[AGENT][NEUTRAL] Mm let's check.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] She hasn't used any benefits and she does need to meet that deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then can I also get the date of her last exam profi by Wing and panna.
[AGENT][NEUTRAL] What's the code?
[CUSTOMER][NEUTRAL] Uh, first one is 0120.
[CUSTOMER][NEUTRAL] Do them all together or one other time sorry.
[AGENT][NEUTRAL] Just one at a time.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So the 120 was last done [PII]. What's the second code?
[CUSTOMER][NEUTRAL] Uh, 11:10.
[AGENT][NEUTRAL] I don't see 11:10 on here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then uh 0330.
[AGENT][NEUTRAL] Oh wait, I found it. I'm sorry. [PII].
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then uh 0330.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] OK, and then last one is [PII].
[AGENT][NEUTRAL] I don't see that at all. 0, it's not on here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and can I get a fax of her benefits?
[AGENT][NEUTRAL] Sure, one moment.
[AGENT][NEUTRAL] And what's that fax number?
[CUSTOMER][NEUTRAL] It's 979.
[CUSTOMER][NEUTRAL] 314.
[CUSTOMER][NEUTRAL] 9702
[AGENT][POSITIVE] Alright, you should receive that fax within the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] And if I can just get a reference number please.
[AGENT][NEUTRAL] Reference is just my name [PII], last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK great thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.