AccountId: 011433970860
ContactId: cac8463f-71b5-45b9-a889-df5101845fcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262529 ms
Total Talk Time (AGENT): 73385 ms
Total Talk Time (CUSTOMER): 86314 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/cac8463f-71b5-45b9-a889-df5101845fcf_20250103T17:33_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII], and I'm calling on behalf of the dental office to check on the eligibility and benefits for patients on the current line. Can you please help me with that?
[AGENT][POSITIVE] I can help you with that. How do you spell your name?
[CUSTOMER][POSITIVE] It's [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes. It's 02277598.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII], [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I would like both on the phone and the fax pack as well. And the, uh, on the phone, can you help me with the history, please? Is there any history to my affect frequencies for preventive services?
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hold on one moment I'll look up that history.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] He had a bite wing on 221 24.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] He had sealants done on 30.
[AGENT][NEUTRAL] 19.
[AGENT][NEUTRAL] 14.
[AGENT][NEUTRAL] And 3.
[AGENT][NEUTRAL] On a
[AGENT][NEUTRAL] 1 1123.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's all the history that I see that would affect the frequency.
[CUSTOMER][POSITIVE] All right, thank you so much. Is there any missing two clauses any waiting periods on this plan?
[AGENT][NEGATIVE] There is a missing two claws. They've already met the waiting period.
[CUSTOMER][NEUTRAL] What about the coordination of benefits? Is it standard and non tube?
[AGENT][NEUTRAL] Standard.
[CUSTOMER][NEUTRAL] All right. OK then. Um, can you help me with the fax bag, please?
[AGENT][POSITIVE] Yes, ma'am. I just faxed it to you. You should be getting in a few minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, one last question before we end this call. What about the provider? Is it, uh, can you help me find out a vision network or not?
[AGENT][NEUTRAL] This policy does not have a network. They can go to any dentist.
[CUSTOMER][POSITIVE] OK, got it perfect. Can you help me with the call reference number please?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much [PII] for helping me and I hope you have a great day ahead of you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.