AccountId: 011433970860
ContactId: 6fe2a971-8c2d-4f1d-ad96-0d33a449b596
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241619 ms
Total Talk Time (AGENT): 91203 ms
Total Talk Time (CUSTOMER): 97097 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/6fe2a971-8c2d-4f1d-ad96-0d33a449b596_20250529T12:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning sir. This is [PII]. I'm trying to um get some elderly and a patient please.
[AGENT][POSITIVE] Alright, I'm happy to check on eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] That would be 0234 0455.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh huh, [PII] [PII].
[AGENT][NEUTRAL] All right. And [PII], you're looking for dental benefits, correct?
[CUSTOMER][NEUTRAL] Dental, yes.
[AGENT][NEUTRAL] OK, so patient is active. Effective date is [PII], and if you'd like, we can send you a fax back with a breakdown of benefits or verbally whatever works best.
[CUSTOMER][NEUTRAL] Sure, yeah, you can fax it over that's fine.
[AGENT][NEUTRAL] OK, what's a good fact?
[CUSTOMER][NEUTRAL] That'll be [PII] and is that gonna have history?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is not. I can check that for you though.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect perfect yeah let me know when you're ready.
[AGENT][NEUTRAL] All right, and it's for [PII], yes?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, the last date of service that I see on file is [PII]. Patient had a cleaning they had prophy, and then they also had bite wings done on that day as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So a cleaning examined by wings?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] On the [PII], OK, um, and any FMX panel history?
[AGENT][NEUTRAL] That's, let me see if I see anything for that.
[AGENT][NEUTRAL] So last panel complete X-rays I see was done on [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] And that's every 5 years, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect uh let's see um.
[CUSTOMER][NEUTRAL] My wings.
[CUSTOMER][NEGATIVE] Or 1 in 12 months will not go for that.
[CUSTOMER][NEUTRAL] Oh, we that, OK, that is it was in our office. OK, and the exams are also 2 and 12 months. So is there any other exams, anything that will interfere with frequency so far?
[AGENT][NEUTRAL] Uh, let me
[CUSTOMER][NEUTRAL] Is she good for an exam?
[AGENT][NEUTRAL] Let's see, and then the other the exam prior to [PII] was on [PII].
[CUSTOMER][NEUTRAL] OK, so that's. OK, perfect. So that's over, so we can do exam and let's see, and we can do profi because that's 1 in 6 months.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] OK, and then no buying.
[CUSTOMER][NEUTRAL] And no IMX. OK, so just examine prophy then, uh, let's see.
[CUSTOMER][NEUTRAL] And there's an age limit on the floor, right? Either [PII] or [PII]?
[AGENT][NEUTRAL] Yes, it's [PII] for Flo.
[CUSTOMER][NEUTRAL] OK, so, oh, OK, so the [PII] and [PII] those are not covered, right?
[AGENT][NEUTRAL] 1206, 1208. Let me see, correct, not covered.
[CUSTOMER][POSITIVE] OK, alright, perfect. Alright, so then I think that's all I needed, which is good for profit and exam. Can I get a reference number please?
[AGENT][NEUTRAL] Absolutely. Call references my name with today's date. My name again is [PII], that's [PII] Last initial to my name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Good day. Perfect. Alright, Mr. [PII] then that is the one I need. Thank you so much. You have a good rest of your day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye