AccountId: 011433970860
ContactId: 602425a8-45e1-469a-9a62-375379d7d5ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 771599 ms
Total Talk Time (AGENT): 144559 ms
Total Talk Time (CUSTOMER): 94227 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/602425a8-45e1-469a-9a62-375379d7d5ac_20250211T18:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just calling to verify benefits for a patient and update the um breakdown.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] and may I have a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And you're calling from which provider?
[CUSTOMER][NEUTRAL] Family dental care, Doctor [PII].
[AGENT][NEUTRAL] OK, thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 00652440.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And let's see, so you said you need benefits um.
[AGENT][NEUTRAL] Do you need a breakdown of benefits faxed over or?
[CUSTOMER][NEUTRAL] Well, how
[CUSTOMER][NEUTRAL] I have a breakdown, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just if I can just verify that nothing has been used for this year.
[AGENT][NEUTRAL] OK, I can check on that for you. The schedule is still the same, which is option C. Um, let me check and see if she has to use her benefits. One moment.
[AGENT][NEUTRAL] For [PII], she has not used her benefits, so she still has the $1000 available and she has not met her $50 deductible and this is not a guarantee of payment, just a verification of coverage.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I thought I had a copy of the table, um.
[CUSTOMER][NEUTRAL] Let me make sure that I do somewhere.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it possible for you to fax a copy of that if I need it?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, can I give you my fax number?
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] It is area code 423.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 414 and I don't use it very often. Let me make sure I'm telling you right, actually. 42 OK 423, yeah, I was right, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[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][POSITIVE] 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.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Ms. [PII]. OK, um, I went ahead and sent that over to you, and I do apologize for that long wait. My system is moving a little slower.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] So it should be there in a few minutes. If you don't get it within 15 minutes, just give us a call back and we can resend it, but it should be there by then, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, can, um, I'll look, can you just give me the most recent history for cleanings and X-rays and exams, and I think I will be done.
[AGENT][NEUTRAL] Oh sure, yes, um, let me get that for you. One moment.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, so the last profi I got here is [PII].
[AGENT][NEUTRAL] Um, the last bite win is [PII] and the last oral evaluation was [PII].
[CUSTOMER][NEUTRAL] OK, and I have [PII] for the last FMX orpano, is that still correct?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Nation.
[AGENT][NEUTRAL] Yes OK.
[AGENT][NEUTRAL] OK, the last panel is 68 of 22.
[CUSTOMER][POSITIVE] OK perfect alright I appreciate your help.
[AGENT][POSITIVE] Mm, you're welcome. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. uh-huh bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.