AccountId: 011433970860
ContactId: d72ae9be-07fb-4e54-bd52-c6c27613da1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 531929 ms
Total Talk Time (AGENT): 144900 ms
Total Talk Time (CUSTOMER): 65628 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/d72ae9be-07fb-4e54-bd52-c6c27613da1d_20250616T18:53_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] I'm sorry, who am I speaking with?
[AGENT][NEUTRAL] This is [PII] with APL.
[CUSTOMER][NEUTRAL] Oh yes and so um this is [PII] from Jordan Dental.
[AGENT][NEUTRAL] Hi, yes, how may I assist you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, I wanted to see if you're able to, uh, fax me eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with the fax back and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you and may I have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes I need 212-9267.
[AGENT][NEUTRAL] All right. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's gonna be [PII] and it'll be [PII].
[AGENT][NEUTRAL] OK, the pen.
[AGENT][NEUTRAL] Alright, and may I have the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, let me go ahead and send this out to you while I got you on the line. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment.
[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. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, uh, the patient has a sibling. I also need a sibling.
[AGENT][NEUTRAL] No what I'm sorry?
[CUSTOMER][NEUTRAL] It's also another patient it's the same member ID though.
[AGENT][NEUTRAL] OK. What's the name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you need one for um.
[AGENT][NEUTRAL] [PII] also.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me one moment, I'm just gonna send this one to change the name.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] 95637929.
[AGENT][NEUTRAL] OK, I went ahead and send that one as well.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, and then can you just answer a few questions for me like, um, if they're active, what's the remaining balance and then the deductible?
[AGENT][NEUTRAL] OK, uh sure. All right, so it is active at the moment, and the effective date was [PII]. Um, let me check the history and the balance.
[AGENT][NEUTRAL] OK, so as of today, neither Gia or JL has used the benefits, so they still have the $1500 available with the $50 deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last date of service?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I really.
[AGENT][NEUTRAL] OK, for Gia, uh, let's see.
[AGENT][NEUTRAL] The last proy was [PII]. The last win um was.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That was [PII] was the last bit win um.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Go back to the beginning.
[AGENT][NEUTRAL] The last exam was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's for both of them correct?
[AGENT][NEUTRAL] Uh, that's for Gia. Let me check on their um GR.
[AGENT][NEUTRAL] For general it looks like um yeah, it looks like it's the same. Mhm, yeah, the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said your name was [PII], right? Like [PII]?
[AGENT][NEUTRAL] Yes, [PII], last initial [PII]
[CUSTOMER][POSITIVE] OK, Miss. So thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh no that's fine.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon, [PII].