AccountId: 011433970860
ContactId: 86909822-abc7-4b46-81bd-9a0605f26dd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239600 ms
Total Talk Time (AGENT): 93417 ms
Total Talk Time (CUSTOMER): 65396 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/86909822-abc7-4b46-81bd-9a0605f26dd5_20250305T16:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with District Dental. I need to get um a patient's preventative history please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the history, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][POSITIVE] Thank you for that. And the policy number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It is gonna be 739275.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it's gonna be [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing um the policy is active, it has been effective since [PII]. And do you have codes for the history you'd like to um check?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna be a D 1110.
[AGENT][NEUTRAL] Um, last day of service was [PII].
[CUSTOMER][NEUTRAL] OK, and uh 0120?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, 0210?
[AGENT][NEUTRAL] Um, no history on file for that code.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and uh [PII].
[AGENT][NEUTRAL] Oops, hold on one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, also [PII].
[CUSTOMER][NEUTRAL] And has she used any of her Macs?
[AGENT][NEUTRAL] Let's see, hold on one moment.
[AGENT][NEGATIVE] 25, so [PII], um, none of the benefits have been used, um, nor has the deductible been met.
[CUSTOMER][NEUTRAL] OK, and she's still on a C schedule correct?
[AGENT][NEUTRAL] Um, let me see what type. Hold on one moment.
[AGENT][NEUTRAL] I'm just pulling up the fax back so I can take a look at the schedule. Hold on one second.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] Uh-huh, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Then it would be.
[AGENT][NEUTRAL] Um, right, so it's like a standard, um, it's kind of like a standard fee schedule, I guess we can say it's a list of codes and then the benefit amount that would be paid towards that code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there any frequencies like on a um period maintenance do you know if that says anything about that?
[AGENT][NEUTRAL] Like, um, periodontal cleanings.
[CUSTOMER][NEUTRAL] Like if it's once every, yeah, if it's like once every 6 months.
[AGENT][NEUTRAL] Once every
[AGENT][NEUTRAL] Once every 3 months.
[CUSTOMER][POSITIVE] Once every 3 months, OK, alright, thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] But.