AccountId: 011433970860
ContactId: aabeb268-16a6-4fff-a7e9-997003821122
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192759 ms
Total Talk Time (AGENT): 71319 ms
Total Talk Time (CUSTOMER): 82458 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/aabeb268-16a6-4fff-a7e9-997003821122_20250131T15:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from a dental office. I'm trying to see if this patient still has um coverage under the plan we have for them.
[AGENT][POSITIVE] OK, yeah, I'd love to take a look at their coverage for you today, and Ms. [PII], do you mind if I snag a quick call back number from you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the policy number that we want to look at today?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 020421812180.
[AGENT][POSITIVE] 80, perfect.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All righty and your insured's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, we're gonna be looking at [PII], date of birth [PII].
[CUSTOMER][NEUTRAL] Is there a way
[AGENT][POSITIVE] All right, perfect. I do see her listed here and it looks like she's been effective with us since 02-01-2023.
[AGENT][NEUTRAL] Is there any other information you're needing besides eligibility?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, no, just, um, uh, well, actually, um, I do have a plan, uh, from last year here. Just wanna make sure everything's still the same. I have an annual maximum of $1500 with a $50 deductible. Is that correct?
[AGENT][NEUTRAL] Yes, that plan that plan has not changed.
[CUSTOMER][NEUTRAL] For 2
[CUSTOMER][NEUTRAL] OK perfect and then does she have any history or any pending claims this year?
[AGENT][POSITIVE] Oh, that is an excellent question. Let me take a look and see where we're at for the year on her.
[AGENT][NEUTRAL] Alright, I'm not showing anything since July of last year on her.
[CUSTOMER][NEUTRAL] OK, um, would that include a.
[CUSTOMER][NEUTRAL] Exam
[CUSTOMER][NEUTRAL] Or uh FMX or panel.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] In July, the last thing she had was a prophy, and then her last pano was [PII].
[CUSTOMER][NEUTRAL] OK, hold on March.
[AGENT][NEUTRAL] And let me see, and then her last evaluation was [PII] as well.
[CUSTOMER][NEUTRAL] Um, what day in March?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK, so you said.
[CUSTOMER][NEUTRAL] And an exam.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anything else that could affect frequency?
[AGENT][NEUTRAL] No, that's the only history she has with us.
[CUSTOMER][NEUTRAL] OK perfect then that should be all I need for today um can I have a reference number please?
[AGENT][NEUTRAL] Oh yeah, you betcha. It's my name, [PII], first initial, last name, [PII] like [PII], in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you have a great day.
[AGENT][POSITIVE] My pleasure you too take care.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye