AccountId: 011433970860
ContactId: 46b8d597-3edd-4b44-9b32-b624f58da4ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 574880 ms
Total Talk Time (AGENT): 114903 ms
Total Talk Time (CUSTOMER): 59025 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/46b8d597-3edd-4b44-9b32-b624f58da4ef_20250514T13:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from a dental office, and I just wanted to get a fax of a patient's dental benefits.
[AGENT][NEUTRAL] OK, sure, I can assist you with the text back, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and there's no extension?
[AGENT][NEUTRAL] OK, thank you. And what's the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] It's Brazos, B R A Z O S Valley Dental Group.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 707-875.
[AGENT][NEUTRAL] 21.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you. All right, the policy is active at the moment and let me have the fax number so I can send you that fax.
[CUSTOMER][NEUTRAL] 979-314.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] can you tell me how much of her Mac she's used that she's met any of her deductibles.
[AGENT][POSITIVE] Mhm. Sure, I can get that for you.
[AGENT][NEGATIVE] As of today, for [PII], she has used $90. She has the remaining of $910 and she has um met on $12 of the deductible, oh no, she has used or met $38. She has $12 left. I'm sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and, uh, can you tell me if the code 0140, the limited exam shares frequency with like a 0120 a periodic exam?
[AGENT][NEUTRAL] I can check on it one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and we're doing 0 140.
[AGENT][NEUTRAL] I found.
[AGENT][NEUTRAL] OK, bear with me. This one is an old one, so I have to go back to the books. Bear with me, OK, uh, let's see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yeah, it shares frequency with 140, 150, 160.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then um can I get a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[AGENT][NEUTRAL] You need the spelling?
[CUSTOMER][NEUTRAL] OK, can you remind me of your name? Sorry.
[AGENT][NEUTRAL] Sure, it's OK. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK great thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.