AccountId: 011433970860
ContactId: 9dbaf050-3a66-416b-9ce9-301b9a0ef005
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213860 ms
Total Talk Time (AGENT): 87904 ms
Total Talk Time (CUSTOMER): 83866 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/9dbaf050-3a66-416b-9ce9-301b9a0ef005_20250311T20:31_UTC.wav
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[CUSTOMER][NEUTRAL] So for the initial visit.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] calling from Cars Dental. I just had a few questions about a patient's plan.
[AGENT][NEUTRAL] OK, and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Give the 30%
[CUSTOMER][NEUTRAL] Um, oh, hold on, I had it.
[CUSTOMER][NEUTRAL] Thing after that to be 30% off.
[CUSTOMER][NEUTRAL] Where she go? Oh, there she is. OK, it is going to be.
[CUSTOMER][NEUTRAL] 01885798.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, it sounds like you have a cold going.
[CUSTOMER][NEGATIVE] I, yes, that's my allergies. They're so bad right now, yes.
[AGENT][NEUTRAL] It's that season change, oh.
[AGENT][NEUTRAL] I think that happens more in southern people, uh, to be quite honest, but.
[CUSTOMER][POSITIVE] It does, yes.
[AGENT][NEUTRAL] Because I usually get one twice a year and it's spring, uh, start of spring and the start of fall.
[CUSTOMER][NEUTRAL] Yeah, I think I'm like everywhere in between.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And everyone in between, yeah.
[CUSTOMER][NEUTRAL] And then we're in between.
[AGENT][NEUTRAL] Uh, verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you say you had a question about a claim that was processed for her or benefits, I'm sorry.
[CUSTOMER][NEUTRAL] No, not a claim. I, I just got the fax over a benefits for her. I just wanted to see if you can provide me um with the group name and number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, give me a moment.
[AGENT][NEUTRAL] Uh, group number 12,470.
[CUSTOMER][NEUTRAL] 70
[AGENT][NEUTRAL] And the group name is Universal Trucking, CBSL Transport, I'm assuming.
[CUSTOMER][POSITIVE] CDSL Transport perfect. I thank you for that information. Um, do you happen to see any history for her?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, I do show history. Uh, you want anything that will affect your frequency?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yes, because she is coming in as a new patient on Thursday.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, she is eligible for a bike wan exam, cleaning.
[AGENT][NEUTRAL] Uh, let me see as far.
[AGENT][NEUTRAL] 234
[AGENT][NEUTRAL] Uh, she's not eligible for FMX nor pan.
[CUSTOMER][NEUTRAL] OK, do you know the date of that service?
[AGENT][NEUTRAL] Uh, let me go back, see.
[AGENT][NEUTRAL] Uh, [PII], and those are once every 5 years.
[CUSTOMER][NEUTRAL] Once per 5 years, OK.
[CUSTOMER][NEUTRAL] Alright, and that's the only thing that you see for that that's gonna affect anything?
[AGENT][NEUTRAL] Uh, yes, I am.
[CUSTOMER][POSITIVE] OK perfect. Alright, I appreciate the information. Can I get a reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name it's [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL, Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye