AccountId: 011433970860
ContactId: 3fd88009-b42b-4f36-b507-86c008412454
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394959 ms
Total Talk Time (AGENT): 137990 ms
Total Talk Time (CUSTOMER): 111170 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/3fd88009-b42b-4f36-b507-86c008412454_20250321T22:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Northcot Dental. Um, I was calling to get, um, dental a verbal, oh, a verbal breakdown of dental benefits.
[AGENT][NEUTRAL] OK, [PII], and um can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you ma'am and you're looking for dental breakdown for and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK, sure, that's a
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Northcot Dental.
[CUSTOMER][NEUTRAL] Is every time.
[AGENT][NEUTRAL] OK thank you and what's the name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the ID is 02051946.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and his effective date is [PII].
[AGENT][NEUTRAL] And if you can give me your fax number I can send you a fax back with the benefit and fee schedule breakdown.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes ma'am, are you ready?
[AGENT][NEUTRAL] OK. What is that? Yes, ma'am.
[CUSTOMER][NEUTRAL] It's 251.
[CUSTOMER][NEUTRAL] 634-488-0.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, [PII].
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sorry about that. OK, I'm gonna put you on a brief hold while I get that fax back ready for you and I'll be right back.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Perfect, yes, ma'am. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] Perfect. And does that fax include any history of X-rays?
[AGENT][NEUTRAL] It does not include history, so let me look and see um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] our
[AGENT][NEUTRAL] What is the um procedure code for the X-ray that you're in question about?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I have a few. Do you want a list or just one at a time?
[AGENT][NEUTRAL] Let's do one. Well, go ahead and give me a list. Is it a big list for the X-rays?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, ma'am. No ma'am. No ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, so 0330.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0274.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0220.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I give you the code for the cleaning as well?
[AGENT][NEUTRAL] Yes ma'am, well, let me look real quick.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Um, for the cleaning 01 11:10.
[AGENT][NEUTRAL] 11:10. OK.
[AGENT][NEUTRAL] All right, I'm going to look those up.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Hey [PII]
[CUSTOMER][NEUTRAL] A question about
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, it doesn't look like he's had 0330 done.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] 274.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] What's the last time that was done.
[AGENT][NEUTRAL] Service date was [PII] was the last one done for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And then let's go to the next one.
[AGENT][NEUTRAL] 0220, the last day of service for that one was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then 01110.
[AGENT][NEUTRAL] The last time the 1110 was done was on [PII].
[CUSTOMER][POSITIVE] Perfect. Alright, that was all I needed. Thank you so much and what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Alright Miss [PII], and is there a reference number for this call as well?
[AGENT][POSITIVE] Yes ma'am, you can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much. You're so helpful. That was all I needed. I hope you have a great weekend.
[AGENT][POSITIVE] You too. You have a wonderful weekend too, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, you take care.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.