AccountId: 011433970860
ContactId: 80ea14f6-9d47-43ad-b44c-2734890db73d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472929 ms
Total Talk Time (AGENT): 128177 ms
Total Talk Time (CUSTOMER): 91517 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/80ea14f6-9d47-43ad-b44c-2734890db73d_20250429T21:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from dental office, checking eligibility and benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] 0245
[CUSTOMER][NEUTRAL] 1314.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, so the policy is effective [PII].
[AGENT][NEUTRAL] Policy is currently active?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can send a fax of all the codes that are covered, um, or we can go over some things on the phone.
[CUSTOMER][NEUTRAL] OK. Uh, can you check how much member has been used out of maximum and deductible?
[AGENT][NEUTRAL] Um, let me see, hold on one moment.
[AGENT][NEUTRAL] Uh, so they have a $500 calendar year maximum. It's not a guarantee of payment basic outline of the policy.
[AGENT][NEUTRAL] Uh, it looks like they've not used anything for 2025.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, deductible has not been met?
[AGENT][NEUTRAL] Uh, it looks like.
[AGENT][POSITIVE] Oh, actually, I'm so sorry they have used $24.80.
[AGENT][POSITIVE] And yes, the deductible has been met.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] And uh what about this, right?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] History, is that what you said.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, then a trophy on 10-19 24.
[AGENT][NEUTRAL] Uh, I don't show any other history.
[CUSTOMER][NEUTRAL] No history for FMX.
[AGENT][NEUTRAL] I tried 0330. Do you have another code?
[CUSTOMER][NEUTRAL] 0210
[CUSTOMER][NEUTRAL] 0120
[CUSTOMER][NEUTRAL] 0274
[CUSTOMER][NEUTRAL] 0150
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Uh, no, no history for any of those.
[CUSTOMER][NEUTRAL] But when, when you call last time your representative told us.
[CUSTOMER][NEUTRAL] Last FMX orbio done on [PII]. Can you please double check?
[AGENT][NEUTRAL] What were the codes again?
[CUSTOMER][NEUTRAL] Um, maybe, uh, FMX or 02 10 and 0330.
[AGENT][NEGATIVE] 00210. I don't have anything.
[AGENT][NEUTRAL] 00330. I'm not showing anything.
[CUSTOMER][NEUTRAL] OK, so there is no history, right, for the payments and payment.
[AGENT][NEUTRAL] I'm not showing any, no.
[AGENT][NEUTRAL] Based on the codes
[CUSTOMER][NEUTRAL] No history of for.
[CUSTOMER][NEUTRAL] No history for the exam.
[CUSTOMER][NEUTRAL] Any exam?
[AGENT][NEUTRAL] No, no exam, just a prophy.
[CUSTOMER][NEUTRAL] OK. 0272 and 0274.
[AGENT][NEUTRAL] Did you say 0272?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That one was on 45-2024.
[AGENT][NEUTRAL] This, this policy is effective in [PII].
[CUSTOMER][NEUTRAL] 41.
[AGENT][NEUTRAL] Or I'm sorry, [PII] 2024. OK, and OK, 0, I don't know why it's not coming up when I plug it, so it's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like the pano was, um, hold on one moment.
[AGENT][NEUTRAL] 00220, that was on 45-2024. 00272 was on 45 2024.
[AGENT][NEUTRAL] 101110452024 0023045 2024 0012045 2024.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it's 3,400,330.
[AGENT][NEUTRAL] No, I just have the 00220.
[AGENT][NEUTRAL] And 00, yeah.
[CUSTOMER][NEUTRAL] OK, can you check date of [PII]?
[CUSTOMER][NEUTRAL] You don't have any, uh any history on [PII]?
[AGENT][NEUTRAL] Yeah, let me check.
[AGENT][NEUTRAL] [PII] 0012001110.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That was all on those dates.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So there is no history for a and.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] May I have your name again?
[AGENT][NEUTRAL] [PII], first initials, last name, [PII].
[CUSTOMER][NEUTRAL] Can I have a reference number?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] And thanks for calling ATL. I hope you have a good evening. Bye-bye.