AccountId: 011433970860
ContactId: d99e8692-741a-4b57-8f44-506c0811ad84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320500 ms
Total Talk Time (AGENT): 117789 ms
Total Talk Time (CUSTOMER): 91348 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/d99e8692-741a-4b57-8f44-506c0811ad84_20250527T13:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I just have a few questions. Um, we have a patient coming in today for dental that I need to just do an update of his benefits on to make sure everything is still active.
[AGENT][NEUTRAL] OK, yes ma'am, I can verify benefits and eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 6,138,500
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] Day [PII].
[AGENT][NEUTRAL] OK, [PII], his effective date is [PII], and he is active on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and let's see, so it is a calendar year plan. Have they used anything for this year?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Let's see, so far show he's only used $83 of his max, and he has $19 left for his deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To be $31 of this deductible.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, can you tell me the last date for his just diagnostic and preventative case so I can give them to you if you need those.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, what are the codes?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then um [PII] or 0330.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Showing his last exam, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see. Last cleaning was [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And see for bite wings.
[AGENT][NEUTRAL] Uh, last fight was [PII].
[AGENT][NEUTRAL] 104.
[AGENT][NEUTRAL] And last panoramic, um,
[AGENT][NEUTRAL] [PII], and I don't show a history of full mouth.
[CUSTOMER][NEUTRAL] OK. Do they share frequency?
[AGENT][NEUTRAL] Uh, they don't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, they're both 1 and 3 years?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] So he's still eligible for the full mouth and actually eligible for the cleaning and biting wing as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] be asked
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, clean and biting exams are all 6 months, but um, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um, no, I don't believe so. So, well, I guess we have a, everything is on a fee schedule, is that right? It's not like percentages.
[AGENT][NEUTRAL] It pays
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me double check, is that something that you guys send out?
[AGENT][NEUTRAL] I can send you a copy of the schedule if you like.
[CUSTOMER][POSITIVE] Um, yes, if you could that would be great.
[AGENT][NEUTRAL] OK, and what's your fax number?
[CUSTOMER][NEUTRAL] It is area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I will send this off to you in a few moments. Is there anything else, Ms. [PII], I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be it. I appreciate it.
[AGENT][POSITIVE] Uh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Uh-huh, bye bye.
[AGENT][NEUTRAL] Mm