AccountId: 011433970860
ContactId: 43d0aaaa-9db1-433e-a619-f43d5b2cd032
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328589 ms
Total Talk Time (AGENT): 154627 ms
Total Talk Time (CUSTOMER): 68052 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/43d0aaaa-9db1-433e-a619-f43d5b2cd032_20250325T16:15_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to verify um eligibility for a patient.
[AGENT][NEUTRAL] I can help you with that eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII] and a good call back number?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. And the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 736825
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. And this is for dental eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, [PII], I can help you with that. I am showing that [PII]'s policy is active. The effective date is [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I get the history and benefits faxed to me?
[AGENT][NEUTRAL] Now, the history, we don't have a, a fax back for the history. I can fax you a breakdown.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I get the breakdown and then can I just ask you some um history questions?
[AGENT][POSITIVE] Absolutely. Let me get that breakdown ready for you. Hang on just a second, and this is the Carrington fee schedule option B.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It it just takes me just a minute.
[AGENT][POSITIVE] And then I'll be happy to assist you with that history.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Almost
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What's that fax number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just to verify that fax number I am sending this to is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, [PII], that is on the way.
[AGENT][NEUTRAL] And let's take a look at his history now. He has not used any of his benefits since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] His last
[CUSTOMER][NEUTRAL] Let's see
[AGENT][NEUTRAL] So, is there a specific code you're needing for history or you want me to just give you general history?
[CUSTOMER][NEUTRAL] Um, I have some specific codes. It's all preventive.
[AGENT][NEUTRAL] OK, what are those codes?
[CUSTOMER][NEUTRAL] Um, 012.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 11:10.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0210 or 0 3:30.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0274 and 0140.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, his last periodic oral evaluation is on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Along with the Profy, the um 01110.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, what was the next one? 0 I didn't write all the numbers down. 021.
[AGENT][NEUTRAL] 02 10 maybe?
[CUSTOMER][NEUTRAL] Um, 0210, yeah, 02 10 or 0 3:30.
[AGENT][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] FMX was on 10-12 200, 10-10 2012.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the pano is on 9-15-2020.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 00
[AGENT][NEUTRAL] OK, I didn't write the. I just wrote 2024. Was it 0240?
[CUSTOMER][NEUTRAL] Um, no, 0274.
[AGENT][NEUTRAL] Oh I'm so sorry. I don't know why I didn't write this down, right?
[CUSTOMER][NEUTRAL] It's OK, it's OK.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Uh, bite wings on 8524.
[CUSTOMER][NEUTRAL] OK, and the last one was 0140.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got you. That one I actually wrote down.
[AGENT][NEUTRAL] And the 00140 was on [PII].
[CUSTOMER][NEUTRAL] OK, can I have a reference number for our call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it was a pleasure to assist you with that breakdown and history. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful day, [PII].
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.