AccountId: 011433970860
ContactId: 78eb5d1b-e64f-40da-ad3e-6e401e46bf7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175009 ms
Total Talk Time (AGENT): 50152 ms
Total Talk Time (CUSTOMER): 61291 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/78eb5d1b-e64f-40da-ad3e-6e401e46bf7b_20250605T18:47_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Trinity Dental. Um, I need to check the waiting period on one of our patients, please.
[AGENT][NEUTRAL] OK, I can help you with looking at the waiting period. I missed your name. What was that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, um, I have 02356209.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, that is for Mr. [PII], [PII].
[AGENT][NEUTRAL] OK, uh, looks like it's not a guarantee of payment basic outline of the policy.
[AGENT][NEUTRAL] Uh, policies effective [PII] and
[AGENT][NEUTRAL] Let me look at his waiting periods.
[AGENT][NEUTRAL] Uh, there's a 12-month waiting period for
[AGENT][NEUTRAL] Looks like basic restorative major endo pero.
[CUSTOMER][NEUTRAL] Mhm and that waiting period, um, and you said it's 12 months and but has it already been met?
[AGENT][POSITIVE] Yes, his effective date is [PII], so yeah, it's already satisfied.
[CUSTOMER][NEUTRAL] OK, so that has already been met. OK. So no waiting period. And um the
[CUSTOMER][NEUTRAL] Total amount of benefits, is it 1500 on this one?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and can you tell me the frequency limitations for the 4910?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, 4910 is.
[AGENT][NEUTRAL] 1 for 6 months?
[CUSTOMER][NEUTRAL] One every 6 months, OK.
[CUSTOMER][NEUTRAL] OK, I think this is all I needed. Can I have a reference number for the call please?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.