AccountId: 011433970860
ContactId: 6cdec75c-90ee-4b19-a28e-0eea7f5627de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242050 ms
Total Talk Time (AGENT): 99191 ms
Total Talk Time (CUSTOMER): 101264 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/6cdec75c-90ee-4b19-a28e-0eea7f5627de_20250430T19:31_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] Good afternoon. I'm calling from a dental office. My name is [PII]. I just have a specific question regarding patients benefit.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, I can assist you with benefits and Sober. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII]. And sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Patient's policy number is 02516818.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, part 3. All right, thank you. And what type of benefits are you looking for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, for the, there, there's, there's no, um, in-network, right? This is not in network policy, right? There's no network.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] There's no network on this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And this policy run a calendar year or physical year?
[AGENT][NEUTRAL] Calendar year.
[CUSTOMER][NEUTRAL] And there is, I believe there is a major um waiting period for major services till July.
[AGENT][NEUTRAL] Yes, that is correct. It's a 12 month waiting period for any major service, and this policy was effective [PII], so it's gonna be up on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And nothing has been met or used for [PII]?
[AGENT][NEUTRAL] I can check for you. Let's see, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so as of today, he has not used his benefit. He still have the full amount available.
[CUSTOMER][NEUTRAL] OK. I believe the only history he has is for PA's by wing exam.
[CUSTOMER][NEUTRAL] Fluoride and sealant on [PII]. Can you please double check?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, that is correct. Mhm.
[CUSTOMER][NEUTRAL] OK. And let me see, for the fluoride, the age limit, the age limit is [PII] and under or under [PII]?
[AGENT][NEUTRAL] OK, uh, what we have here under the limitation is um.
[AGENT][NEUTRAL] Bear with me, let me pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Lied to dependent children aged [PII], so that's what we have, age [PII].
[CUSTOMER][NEUTRAL] OK. What about ceilings, mhm.
[AGENT][NEUTRAL] So I guess it's.
[AGENT][NEUTRAL] Stees is gonna be under the age of [PII].
[CUSTOMER][NEUTRAL] And [PII]. OK. All right. Thank you, so. That's all I needed. I'm ready for the reference number, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will.
[CUSTOMER][POSITIVE] OK. Thank you. You have a nice day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Mm bye-bye.
[CUSTOMER][POSITIVE] Bye bye thanks.
[AGENT][NEUTRAL] Mm