AccountId: 011433970860
ContactId: 62ed8000-a3db-4a29-90ef-c4c290b0b2a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241820 ms
Total Talk Time (AGENT): 92070 ms
Total Talk Time (CUSTOMER): 137451 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/62ed8000-a3db-4a29-90ef-c4c290b0b2a7_20250530T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental provider's office. I was calling to see if two of my patients are active in the last history we have on file for him.
[AGENT][POSITIVE] OK, I can verify that for you. And I'm so sorry, your name is one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] You know me
[CUSTOMER][NEUTRAL] OK, it's gonna be 02408528.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It's gonna be [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] OK. I'm showing his effective date is January, no, I'm sorry, [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, um, and is there any last history for exam and cleaning?
[AGENT][NEUTRAL] Uh, the last cleaning was [PII].
[AGENT][NEUTRAL] As well as his exam.
[CUSTOMER][NEUTRAL] when you
[CUSTOMER][NEUTRAL] OK, um, is there any mistake to close our waiting period for one?
[AGENT][NEUTRAL] There is a missing tooth cloths and they've already satisfied their waiting period of 12 months.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][POSITIVE] Um, they received two calls of our lifetime.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The missing two plus, is it gonna be for lifetime or does it have like an end date?
[AGENT][NEUTRAL] No, it's per lifetime.
[CUSTOMER][NEUTRAL] OK, um, and I actually do have two codes. I'm sorry, so it's uh 4346 and 2335.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 43.
[CUSTOMER][POSITIVE] We did, yeah, so he loved her when she was little and.
[CUSTOMER][NEUTRAL] So why would you
[AGENT][NEUTRAL] 43.
[AGENT][NEUTRAL] I don't show that 4346 is covered in 2335.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] And he's like
[AGENT][NEUTRAL] Uh, it looks like it's once every 24 months, and it is considered basic.
[CUSTOMER][NEUTRAL] OK, any downgrade for that code?
[AGENT][POSITIVE] Uh, there are no downgrades.
[CUSTOMER][NEUTRAL] Oh, OK, OK, and then I also have another it's under is it the uh the subscriber. I wanted to know um if for her last exam as well.
[AGENT][NEUTRAL] OK, verify her name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Same effective date and check her history.
[CUSTOMER][NEUTRAL] Straight away, right.
[CUSTOMER][NEUTRAL] And so, so then they got like 35 years.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I'm sorry, but
[AGENT][NEUTRAL] Um, and hers the same, um, last exam and cleaning was [PII].
[CUSTOMER][NEUTRAL] OK, so actually that's everything I needed. Can I just get a reference number for this phone call, please?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Can I get your name again? I'm sorry.
[AGENT][NEUTRAL] Uh, it's [PII], last initial [PII]
[CUSTOMER][POSITIVE] In today's date, alright, thank you so much.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Uh, you're welcome. Thank you for calling APL, Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you as well bye bye.
[AGENT][POSITIVE] Bye, bless you.