AccountId: 011433970860
ContactId: 6b0d9f25-2125-49e7-a17c-b5ddf3dec87f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318109 ms
Total Talk Time (AGENT): 152031 ms
Total Talk Time (CUSTOMER): 73217 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/6b0d9f25-2125-49e7-a17c-b5ddf3dec87f_20250226T15:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, I was calling in to uh gather uh patients dental benefits.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I'm looking at.
[CUSTOMER][NEUTRAL] This might be their ID number 199.
[CUSTOMER][NEUTRAL] 7266.
[AGENT][POSITIVE] OK, thank you so much. Give me a moment.
[AGENT][NEUTRAL] And [PII], do you have the callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, the [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] have [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I show his effective date is [PII]. He is active on the policy, and I need a general breakdown of benefits or I can send you a fax back.
[CUSTOMER][POSITIVE] Fax would be perfect.
[AGENT][NEUTRAL] OK, and what's your fax number, please?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that's [PII].
[CUSTOMER][POSITIVE] You got it.
[AGENT][POSITIVE] OK, I will send this off to you in a few moments, I I give it about 5 minutes or so. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Would there be anything that wouldn't be included on the facts like a history or accumulations?
[AGENT][NEUTRAL] Yeah, history and accumulations are not on there. Uh, give me a moment.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, I show his last cleaning.
[AGENT][NEUTRAL] It was on [PII] and cleanings are once every six months.
[AGENT][POSITIVE] And it looks like he has a panoramic history as well as bite wings on.
[AGENT][NEUTRAL] [PII], so he's not eligible for panel or FMX.
[AGENT][NEUTRAL] Um, nor for bite wings since that is once every 12 months.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] And could I ask about just two specific dental codes?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Those would be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Oh, OK. And I do show his last exam, that 140 was on [PII] and exams are two for 12 month period, so he is
[AGENT][NEUTRAL] He is eligible for an exam, and as far as the 9310, I don't show any history.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And the only other thing if the uh max and deductible remaining on the fax or would those not be included?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Not be included, but give me a moment, I can verify that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, that's not the screen. Give me one moment, trying to remember the screen I need to get on Tuesday.
[AGENT][NEUTRAL] 4.
[AGENT][NEUTRAL] And it looks like he has met his deductible for the year, and he has $945.40 remaining.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] 0 2020.
[CUSTOMER][NEUTRAL] And then could I grab your name one more time?
[AGENT][NEUTRAL] Uh yes, sir. It's [PII] [PII].
[CUSTOMER][NEUTRAL] Alright, and then the only other thing I should need, could I grab a reference number for today's call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] 913529. And you should receive this in a few moments. I'm just sending it off now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] I know that should cover it. Thank you for helping me.
[AGENT][POSITIVE] Uh, you're welcome and thank you for calling APL. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too take care. Bye bye.
[AGENT][NEUTRAL] Mhm, bye.