AccountId: 011433970860
ContactId: d59fae2e-1f2c-4763-822d-ea536926bf2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206740 ms
Total Talk Time (AGENT): 103040 ms
Total Talk Time (CUSTOMER): 75828 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/d59fae2e-1f2c-4763-822d-ea536926bf2a_20250307T22:32_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, so I'm just checking eligibility for a patient, the eligibility.
[AGENT][NEUTRAL] Sure, I can
[AGENT][NEUTRAL] Yes, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you're calling from which facility for meditation, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'm calling from Santa Ana De Group.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you. And do you have the patient's policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I have 02564202.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's uh [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and you said you need eligibility. We have an effective date of [PII]. It is showing active at the moment and this is one of our basic dental policies.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I'm sorry, do you have her under [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh OK, because on the fact that they sent me just a medical mess, so I just wanna confirm you, you.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] But and then the insurance is [PII].
[AGENT][NEUTRAL] Yeah, it does have [PII] as the first name, [PII]
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she still has a 500 remaining, correct?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, I can check just to make sure, one moment.
[AGENT][NEUTRAL] Yes, she still have the $500 available.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Is there anything
[CUSTOMER][NEUTRAL] And is there like a dependent age limit?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Depending age limit, um.
[AGENT][NEUTRAL] Well, this policy seems to be individual.
[CUSTOMER][NEUTRAL] So just single coverage?
[AGENT][NEUTRAL] Yeah, let me double check. Yeah, it's just a single coverage individual. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no worries, thank you for your help.
[AGENT][NEUTRAL] You're welcome. And is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Uh, no, not today, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATM.
[CUSTOMER][NEUTRAL] Oh, you know what? I have one more question. I'm sorry for the posterior composite of 2391, is there a frequency limitation for that?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, let me check one moment.
[AGENT][NEUTRAL] You said 2391?
[CUSTOMER][NEUTRAL] Yes, for the first chair composites.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's just saying that it replaced if it's been in place for 24 months, that's all I got.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So 124 months. Mhm.
[CUSTOMER][POSITIVE] Every 24 months. OK, 1 in 24 months. OK, perfect. Thank you for your help.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome. Is there anything else? You too. Have a good weekend, Ms. [PII]. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Uh, not today. Thank you so much. Bye bye bye.