AccountId: 011433970860
ContactId: 2aa9b9e2-bc80-42ee-9415-fad3df00a012
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138199 ms
Total Talk Time (AGENT): 63180 ms
Total Talk Time (CUSTOMER): 85721 ms
Interruptions: 5
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/2aa9b9e2-bc80-42ee-9415-fad3df00a012_20250224T20:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from Chapman Emergency Dental Care. I need to see if I can get some benefit information, um, as far as what you could pay on that patient for a procedure.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It'd be my pleasure to assist you and I do apologize. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], thank you. And you spell it [PII]?
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Oh, [PII], got you. Thank you. I appreciate that. And what is that callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is oops I just flipped it over 1344147.
[CUSTOMER][NEUTRAL] things
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] All right, thank you. And I can help you with eligibility and benefits if needed for [PII]. I'm showing her policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you needing a breakdown?
[CUSTOMER][NEUTRAL] Do you want, um, no, what I need is she's gonna be coming in to do a core build up in a crown, um, code 2950 and 2740. I just need to see what those are covered up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] 2950 and 2740.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Give me just one second, I'm checking on that for you.
[AGENT][NEUTRAL] Get those codes looked up.
[AGENT][NEUTRAL] 2950 is gonna be under major at 40%.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] And 2740 is also under major at 40%.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And do you downgrade or anything?
[AGENT][NEGATIVE] We do not downgrade.
[CUSTOMER][POSITIVE] OK, that's all I needed thank you so much. I appreciate that.
[AGENT][POSITIVE] It's been such a pleasure to assist you. Thank you for calling APL [PII], and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you