AccountId: 011433970860
ContactId: 38d912c6-fbd2-49ca-98ee-45b5da6c9d41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 123743 ms
Total Talk Time (CUSTOMER): 69181 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/38d912c6-fbd2-49ca-98ee-45b5da6c9d41_20250227T14:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] calling from [PII] for Premier Dental, and I have dental insurance questions about a patient's policy.
[AGENT][NEUTRAL] OK, I'll be glad to help you, but I am so sorry I did not catch your name.
[CUSTOMER][NEUTRAL] That was [PII]
[AGENT][POSITIVE] OK, [PII], beautiful name and thank you for that and go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] Yes, ma'am, that's 607292.
[AGENT][NEUTRAL] That's 607292?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alrighty, thank you for that information, [PII]. Thanks for that information and go ahead and give me a good return telephone call number while I'm pulling this up, please.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] That's [PII] it's a direct line, no extension.
[AGENT][POSITIVE] All righty. Thank you so much for that information. Now, your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] It looks like [PII] is the insured on this dental plan original effective date [PII], patient is current and active, but I must verify that verification of benefits is not a guarantee of payment, but you said you had a question on the benefit. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. So she's still on the policy, the same policy she was on last year, the fee schedule policy.
[AGENT][NEUTRAL] Yes ma'am, same schedule has not changed.
[CUSTOMER][NEUTRAL] OK, does she have any history on file that would affect the frequency?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, looks like the last bite wing office visit and Proy was on [PII].
[CUSTOMER][NEUTRAL] OK, so no panel FMX on file?
[AGENT][NEUTRAL] Well, let's make sure how far back.
[AGENT][NEUTRAL] She had a full mouth X-ray.
[AGENT][NEUTRAL] Um, on [PII].
[AGENT][NEUTRAL] Let's see about a 330.
[AGENT][NEUTRAL] I don't see a 0330.
[CUSTOMER][NEUTRAL] OK, and nothing has been used from her max, correct?
[AGENT][NEUTRAL] Correct, as of today, nothing's been used for this year.
[CUSTOMER][NEUTRAL] And I know it's a fee schedule policy, but she, does she have any uh major services on file that would affect frequencies like crowns, bees, bridges, partials?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see what she's saying.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] She had a crown on [PII].
[AGENT][NEUTRAL] On [PII], I think it's what a 5 year replacement, so.
[AGENT][NEUTRAL] [PII] might affect, I'm not sure what she's having done, but
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, well, if it's 5 years, she could, um, it shouldn't affect it if it was 18, correct?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, mm mm, that is correct, so I don't see anything.
[CUSTOMER][NEUTRAL] OK. All right. And Miss [PII], can I have the correct spelling of your name, please?
[AGENT][NEUTRAL] Yeah, well.
[AGENT][POSITIVE] Yes, ma'am. It's [PII] And is that all I can help you with this morning, [PII]?
[CUSTOMER][POSITIVE] Yes, ma'am, you're a big help. I will just need a call reference number if you have one.
[AGENT][NEUTRAL] We don't have one, but you can use my name in today's date if you need to do so, OK.
[CUSTOMER][POSITIVE] All right. Thank you, Mr. Have a wonderful Thursday.
[AGENT][POSITIVE] You as well and have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.