AccountId: 011433970860
ContactId: 72af3e31-3ae8-47b9-93e1-f706d6fa6b2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223539 ms
Total Talk Time (AGENT): 84545 ms
Total Talk Time (CUSTOMER): 82790 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/72af3e31-3ae8-47b9-93e1-f706d6fa6b2d_20250207T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I'm calling from Little Casis Dental, and I got a couple of patients they're on the same policy that I need to get some eligibility information on.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number if we were disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number please?
[CUSTOMER][NEUTRAL] OK, it's 607-408.
[AGENT][POSITIVE] Thank you, one moment please.
[AGENT][NEUTRAL] Verify the patient's names and dates of birth.
[CUSTOMER][NEUTRAL] OK. The first one is [PII], [PII]. And then it'll be the daughter [PII], [PII].
[AGENT][POSITIVE] OK. Excuse me, I'm so sorry. Give me one moment, please. I'm sorry.
[CUSTOMER][NEUTRAL] That's OK. And what I'm, and what I'm, uh, and I understand it's a fee schedule policy, but what I'm looking for is to find out if the deductibles been met, if they've used anything for the year and, and their last preventative history.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me check that for you.
[AGENT][NEUTRAL] We'll start with [PII], and they're both active. Give me one second to pull up [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] has not used anything out of her benefits or met anything towards her deductible for this year and for Ms. [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Same for Ms. [PII]. She has not used anything or met anything towards your deductible. Now let me go back to Ms. [PII] as far as preventative history.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]'s last trophy was on [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] As well as she had FMX.
[AGENT][NEUTRAL] And an exam, the comp exam that was all on [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That was for [PII] and then for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And for [PII], on the same date, [PII], Ms. [PII] had fluoride, atrophy.
[AGENT][NEUTRAL] By wings and a comp exam.
[CUSTOMER][NEUTRAL] OK. And I do not show uh FMX on her. Is that correct? One that would affect the frequency.
[AGENT][NEUTRAL] OK, let me check that for [PII]. Give me one second.
[CUSTOMER][NEUTRAL] Or pan out
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is correct. I do not show one on file that will set the frequency for Carly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Now, now, let me ask you this, can a bye wing and a piano be done the same day and not be downgraded to an FMX?
[AGENT][NEGATIVE] Well, there are no downgrades on the plan and it does not see that.
[CUSTOMER][POSITIVE] OK. OK. All righty. All righty. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome, Miss [PII]. Thank you for calling APL. Have a good weekend day and weekend.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.