AccountId: 011433970860
ContactId: c15607cf-e3fc-4bf8-abbf-357dd3bcf38a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286660 ms
Total Talk Time (AGENT): 122899 ms
Total Talk Time (CUSTOMER): 61011 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/c15607cf-e3fc-4bf8-abbf-357dd3bcf38a_20250409T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get a breakdown and eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can take eligibility and break uh break down those benefits for you. um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] The ID number is 02438577.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The member's name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and, uh, could you spell your name for me please?
[CUSTOMER][NEUTRAL] GISS.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. I will go ahead and get that sent to you now. I should get it within about 10 minutes or so. Uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, would you be able to let me know of the history, patient's history from?
[CUSTOMER][NEUTRAL] [PII] to now.
[AGENT][NEUTRAL] Sure, give me just a moment.
[AGENT][NEUTRAL] Was there anything in particular we were looking for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, is there a history of a 0 to 10?
[AGENT][NEUTRAL] Alright, one moment, let's see.
[AGENT][NEUTRAL] Yes, um, that was [PII].
[AGENT][NEUTRAL] And that was the last or the earliest date of service I do have for this member.
[CUSTOMER][NEUTRAL] OK and then so today I am able to do a 0120.
[CUSTOMER][NEUTRAL] And a.
[CUSTOMER][NEUTRAL] What kind of cleaning can I do today?
[AGENT][NEUTRAL] Sure, so, um, perfect clean those cleanings are once every 6 months is a frequency or evaluation that's 2 for 12 month period, um, which he did have one in September so and that's again I think that's the only data service I have that we did anything like that.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, um, [PII], those were the only two that he had was uh 0150 and [PII], um, and again that was [PII], so he could have all of this done.
[AGENT][NEUTRAL] You could do bite wings.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK, did you have any other questions for me, [PII]? I'm sorry. I think that there's a bit of a delay in our
[CUSTOMER][NEUTRAL] Alrighty and then just before we um get disconnected, can I go ahead and get the reference number please?
[AGENT][NEUTRAL] Sure, uh, that would just be my first name, last initial, and today's date, uh, so my name is spelled.
[CUSTOMER][NEUTRAL] Yes, I have a delay on my phone. I'm sorry.
[AGENT][NEUTRAL] That's OK. My name is spelled [PII], and then was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No ma'am, that is it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.