AccountId: 011433970860
ContactId: 405fbc8e-456f-4be3-9124-bc27f0b8a983
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192279 ms
Total Talk Time (AGENT): 98618 ms
Total Talk Time (CUSTOMER): 46258 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/405fbc8e-456f-4be3-9124-bc27f0b8a983_20250224T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling to check on benefits for a patient.
[AGENT][POSITIVE] Sure, I can check benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 01846074
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you the fax box that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Sure, let me just generate a fax number for today. 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Sorry, computer's being slow.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Alright. Today's number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm going to read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and I would just put this to your attention, [PII].
[CUSTOMER][NEUTRAL] Sure thing
[AGENT][NEUTRAL] Alright, I'll go ahead and get that sent now. uh, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Um, does he have any history that affects his frequency, or will that be shown on the fax back?
[AGENT][NEUTRAL] Uh, it would not be shown. Uh, let me go ahead and check that real quick. Give me just a moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do have some history. Last I have on here for [PII] is from [PII].
[AGENT][NEUTRAL] Looks like it was an evaluation.
[AGENT][NEUTRAL] And then let's see. Before that was [PII] is another evaluation. And they did have some X-ray, and yeah, intraoral X-rays.
[AGENT][NEUTRAL] Oh, that I'm sorry, that was uh [PII].
[CUSTOMER][NEUTRAL] Was that for a full mouth series?
[AGENT][NEUTRAL] Um, I can give you that procedure code. There's a couple.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it's just, it's for individual, um, so the procedure code it's uh 0230 and 0220 uh both are for tooth number one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And then could I just have a reference number for the call?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] Perfect thanks so much have a great week.
[AGENT][POSITIVE] Of course, yeah, you too. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye.