AccountId: 011433970860
ContactId: ce32c0bc-4db4-4715-afa0-8942becac264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 753820 ms
Total Talk Time (AGENT): 148800 ms
Total Talk Time (CUSTOMER): 187824 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ce32c0bc-4db4-4715-afa0-8942becac264_20250620T20:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from the dental office and I'm looking for dental benefits regarding my patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with dental benefits. And may I have the spelling of your name?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So, it's [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it would be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes. It would be 2437487.
[AGENT][NEUTRAL] And what's the name of the facility you're calling from from my notes, [PII]?
[CUSTOMER][NEUTRAL] Yes. It will be the uh the the Dental Corporation.
[AGENT][NEUTRAL] What's the name of it? I'm sorry, I didn't quite catch that.
[CUSTOMER][NEUTRAL] It's uh dental.
[CUSTOMER][NEUTRAL] Corporation.
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] Uh, D Delta, A Alpha, Nancy, T Tango, A Alpha, L Lima, then dental Corporation.
[AGENT][NEUTRAL] OK, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes. It would be uh [PII], [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. And you need this specific information given to you verbally or faxed over to you, Ms. [PII], or you have a specific questions?
[CUSTOMER][NEUTRAL] Uh, yes, can you please help me with the dental history of this patient which might affect the frequency?
[AGENT][NEUTRAL] OK, bear with me.
[CUSTOMER][NEUTRAL] 401,570.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said this was for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you repeat the date of birth?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It would be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. So for [PII], under the history, we have a prophy done on [PII], an oral examination on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it looks like the the most recent charges.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. And is there any FMX or pano history?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Is there any major or basic history?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much. And can you please help me with the history of the dependent under this policy?
[AGENT][NEUTRAL] What information do you need on the dependent?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, dental history which might affect the frequency.
[AGENT][NEUTRAL] What's the name and date of birth of the dependent?
[CUSTOMER][NEUTRAL] It's validate [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. For the dependent, we have an examination on [PII], and we have a prophy on [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And let's see, we have a bite wing on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's all I see that may affect frequency.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, that's all that I see under the history.
[CUSTOMER][NEUTRAL] OK, no any other history apart from this which might affect the frequency?
[AGENT][NEUTRAL] No other.
[CUSTOMER][NEUTRAL] OK. Um
[CUSTOMER][NEUTRAL] OK. And can you please provide me the faxack for this both policy on my fax number?
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Uh, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 56916189
[AGENT][NEUTRAL] Can you repeat that one more time? You broke up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's 615691-61989.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] OK, now you're giving me too many numbers.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, can you repeat that number one more time?
[CUSTOMER][NEUTRAL] We uh
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, to what attention?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the attention, Miss [PII]? Was it gonna be your attention or to who?
[CUSTOMER][NEUTRAL] OK, when will that
[CUSTOMER][NEUTRAL] Uh, to [PII], to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you right now?
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Oh, OK. OK. Can I get your name and reference number for today's call?
[AGENT][NEUTRAL] And we don't have reference numbers. You can use my name in today's date. My name is [PII], that's [PII].
[CUSTOMER][POSITIVE] OK, got it. OK. Thank you so much for helping and thank you so much for your time. Have a great day and happy.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] You so much. Have a good weekend and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah