AccountId: 011433970860
ContactId: 7b239177-8b53-4dd2-94af-1a3fd30d42a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248960 ms
Total Talk Time (AGENT): 98471 ms
Total Talk Time (CUSTOMER): 60352 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/7b239177-8b53-4dd2-94af-1a3fd30d42a6_20250314T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII] and I'm calling from a dental office. I just need a couple, um, policy on a policy, a couple, um, frequencies and benefits checked on.
[CUSTOMER][NEGATIVE] Well, I couldn't get that out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK. It's Friday. It's Friday. What is your callback number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you so much. And may I have the policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is 02317183 [PII].
[AGENT][POSITIVE] OK, one moment, thank you.
[AGENT][NEUTRAL] OK, I have it pulled up and if you would please verify the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, yes ma'am, I have him pulled up and how can I help you please? for frequency and benefits.
[CUSTOMER][NEUTRAL] Does it still pay at 18,040?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And how does what's the frequency on a panel?
[AGENT][NEUTRAL] Uh, that's 1 per 5 year period and that um shares with the FMX. Would you like me to check the history for that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I don't, yeah, that'd be great.
[AGENT][POSITIVE] OK, I can do that for you one moment.
[AGENT][POSITIVE] Well this was very easy. He's only used the policy once and there's no FMX or PA on file.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] And what is the um on a build up 2950, the percentage and the um frequency?
[AGENT][NEUTRAL] OK, and 2950 that falls under major at 40% and for 2950, 1 moment please.
[AGENT][NEUTRAL] May I place you on a brief hold please [PII]? I'm so sorry.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you very much for your patience and for 2950 day frequency, that's 1 per 7 year period and limited to patients aged [PII] and over.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then 5750 a reline.
[AGENT][NEUTRAL] 5750. Let me check that also falls under major data is a covered benefit. Give me one moment. I'm still searching for that.
[AGENT][NEUTRAL] 5750 yes.
[AGENT][NEUTRAL] OK, so 5750 that is covered under major and let me get those frequencies for you.
[AGENT][NEUTRAL] Almost there
[AGENT][NEUTRAL] OK, that shows a max of 1 procedure per 24 months and 6 months must have passed since initial placement.
[CUSTOMER][NEUTRAL] OK, and then the last is the perial maintenance 4910, 1 and 6 months.
[AGENT][NEUTRAL] Yes, and it does not share with the regular pro fee and that's covered under major.
[CUSTOMER][POSITIVE] Under major, OK, thank you [PII] for your help I appreciate it and enjoy your weekend.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You as well, [PII], and thank you for calling APL and take care.
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][NEUTRAL] Mm bye.