AccountId: 011433970860
ContactId: e0eafc9b-59d5-4e76-be46-7a5d41dae1cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392119 ms
Total Talk Time (AGENT): 89870 ms
Total Talk Time (CUSTOMER): 104531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/e0eafc9b-59d5-4e76-be46-7a5d41dae1cd_20250421T18:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from a dentist provider's office, and I just need to um verify patient's plan and make sure it's still active.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Our number is [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, I do one second.
[CUSTOMER][NEUTRAL] It's gonna be 02069362.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like this policy is effective [PII]. It's currently active.
[CUSTOMER][NEUTRAL] Mhm, OK, uh, can I know what's the remaining max and deductible?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Like.
[AGENT][NEUTRAL] Um, let's see, so it looks like
[AGENT][NEGATIVE] This is not a guarantee of payment basic outline of the policy. Uh, looks like they have $500. They haven't used anything. Uh, deductible is $50.
[CUSTOMER][NEUTRAL] 500. OK, thank you. Uh, and what about history? She's coming in for a cleaning exam. Is she good with that?
[AGENT][NEUTRAL] Um, let's see. Do you have the um code?
[CUSTOMER][NEUTRAL] Oh, yes, um.
[CUSTOMER][NEUTRAL] For the cleaning it's gonna be 11:10.
[CUSTOMER][NEUTRAL] Do you need them all at once or one by one?
[AGENT][NEUTRAL] Uh, one by one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see. Last cleaning was [PII].
[CUSTOMER][NEUTRAL] OK, and is her policy is so twice or once a year?
[AGENT][NEUTRAL] Um, let me
[AGENT][NEUTRAL] So are you needing benefits too?
[CUSTOMER][NEUTRAL] Uh, just, just to make sure that she's good with the cleaning since she's coming in tomorrow.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Let me get the.
[AGENT][NEUTRAL] OK, for the cleaning.
[AGENT][NEUTRAL] Let me see what the frequency is.
[AGENT][NEUTRAL] Uh, cleanings are
[AGENT][NEUTRAL] Uh, one every 6 months.
[CUSTOMER][NEUTRAL] OK, and you said her last client was [PII]?
[AGENT][NEUTRAL] Uh, yeah, let me pull it back up.
[CUSTOMER][POSITIVE] So funny.
[AGENT][NEUTRAL] 11 2020 24.
[CUSTOMER][NEUTRAL] OK, so that means her next cleaning would be in May.
[AGENT][POSITIVE] Correct, right.
[CUSTOMER][NEUTRAL] Or no, May?
[AGENT][NEUTRAL] [PII], uh-huh.
[CUSTOMER][NEUTRAL] OK, uh, and how about let's see, 0274.
[AGENT][NEUTRAL] Uh, bite wings were also on [PII].
[AGENT][POSITIVE] That frequency is OK.
[AGENT][NEUTRAL] Uh, once in a twelve-month period.
[CUSTOMER][NEUTRAL] OK, so she's not covered until.
[CUSTOMER][NEUTRAL] Uh, November again.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, and what about uh what's the other one?
[CUSTOMER][NEUTRAL] Uh 0 120.
[AGENT][NEUTRAL] And that one is.
[AGENT][POSITIVE] Uh, 2 in a 12 month period. The last one was [PII]/20, [PII]. So that one's good.
[CUSTOMER][NEUTRAL] OK. And then lastly, it will be 0 to 20, I mean, no, 0 to 10.
[AGENT][NEUTRAL] Um, that one is.
[AGENT][NEUTRAL] OK, that limitation, once every 5 years.
[AGENT][NEUTRAL] And that was on 9-13-2023.
[CUSTOMER][NEUTRAL] 9:30
[CUSTOMER][NEUTRAL] OK, once that's once every 5 years, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you. All right, that will be all for now. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] All right you too bye.