AccountId: 011433970860
ContactId: 37cf5e2a-8e23-4465-ad1d-289fcf26cc31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294380 ms
Total Talk Time (AGENT): 130347 ms
Total Talk Time (CUSTOMER): 78537 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/37cf5e2a-8e23-4465-ad1d-289fcf26cc31_20250529T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I just wanted to verify eligibility for a mutual patient.
[AGENT][NEUTRAL] OK, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][POSITIVE] My name is [PII]. I'm calling with Love that smile.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, I don't have the policy number, but I do have dad's social.
[AGENT][NEUTRAL] OK, yeah, that's fine.
[CUSTOMER][NEUTRAL] OK, just one moment while I pull that up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what was his name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have his date of birth?
[CUSTOMER][NEUTRAL] Dad's date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and just to clarify this was for dental correct?
[CUSTOMER][NEUTRAL] Yes, I was actually calling for the kids to see if they were eligible.
[AGENT][NEUTRAL] Yes, I've got uh [PII], and [PII].
[AGENT][NEUTRAL] All listed under the policy and active.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Got you. Are they, are they in network with us?
[AGENT][NEUTRAL] So this policy, it does not have a set network, it pays a percentage based off of UCR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Are you able to do like fast packs or anything?
[AGENT][POSITIVE] Absolutely, yeah, what's that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alrighty I will go ahead and get that sent now. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Are they due for X-rays?
[AGENT][NEUTRAL] Um, let's see, so I had this policy's effective date for all of the members was [PII]. Um, give me just a moment, let me get this pulled up. I know.
[AGENT][NEUTRAL] Like full panels that is once every 5 years is that frequency so give me just a moment let me see if they've had that.
[CUSTOMER][NEUTRAL] OK. And then bite wings is once every 12 months?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and we were checking for all of the children, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, let's see
[AGENT][NEUTRAL] OK, so [PII] had a panel um.
[AGENT][NEUTRAL] 0330 that was [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah yeah I can go through.
[AGENT][NEUTRAL] Let's see, [PII] also had one, that was [PII].
[AGENT][NEUTRAL] And so did [PII], so they all had uh Pao's [PII].
[CUSTOMER][NEUTRAL] OK. And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That was our last x-rays. They didn't have recent bite wings or anything, right?
[AGENT][NEUTRAL] Uh, no, so they're last, last I have for any of them.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Was just the cleaning that was uh [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And then can I have
[AGENT][NEUTRAL] And that is for all of the children.
[CUSTOMER][NEUTRAL] OK, and did you send over that fast?
[AGENT][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Uh, not yet. I'm sorry. I wanted to get this information for you first. Um, I will tell you that on the fax back I'm just going to have, um, [PII]'s name, the father, um, but all of this will apply to everyone under the policy.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] Of course you should be getting this within about 10 minutes or so. Uh, did you have any other questions for me?
[CUSTOMER][NEUTRAL] No, ma'am. That was all.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.