AccountId: 011433970860
ContactId: 83157005-82e3-4bef-8f78-9cc03b09c3cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 675630 ms
Total Talk Time (AGENT): 132991 ms
Total Talk Time (CUSTOMER): 65936 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/83157005-82e3-4bef-8f78-9cc03b09c3cb_20250609T17:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling from a dental office and I just have a couple questions about a patient's plan.
[AGENT][POSITIVE] Sure, I can assist you, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility for my loan?
[CUSTOMER][NEUTRAL] The Winning smile dental group.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 99346.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Does she go by any other last names?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and how may I assist you with this number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, does her waiting period apply towards fillings or just um endo period and major?
[AGENT][NEUTRAL] Um, yeah, the 12 month waiting period is for any majors including endodonics and periodontics. So for fillings, that's gonna be basic. Basic doesn't have a waiting period.
[CUSTOMER][NEUTRAL] OK perfect um would she be eligible to have a limited exam?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me check your history.
[AGENT][NEUTRAL] What coding are you gonna be using?
[CUSTOMER][NEUTRAL] The code is 0140.
[AGENT][NEUTRAL] Mar
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] One moment, I know they're combined, so let me check and see, make sure there's not one of these that are combined.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK that's fine.
[AGENT][NEUTRAL] 120. OK, so, um, she has limited to two oral evaluation procedures in any combination of 120, 140, 150, 160, and 180. Um, I do see a 120 on [PII].
[AGENT][NEUTRAL] Um, let me see if there's another one.
[AGENT][NEUTRAL] Looks like that's the only one that I see, so yeah, she.
[AGENT][NEUTRAL] Can I get another one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then how much of her mac does she have remaining?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so as of today, she has used $850.20. She already met her deductible and she has remaining $649.80.
[CUSTOMER][NEUTRAL] OK perfect and then can I get a fax back?
[AGENT][NEUTRAL] Mhm. What is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. And it's gonna be to your attention, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Can I just have a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will. Do you need the spelling of my name?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, sure. That's S as in Sam, [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day. Good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.