AccountId: 011433970860
ContactId: f36d2990-ec37-4ec0-a1ab-4a43880197be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306660 ms
Total Talk Time (AGENT): 123949 ms
Total Talk Time (CUSTOMER): 75422 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/f36d2990-ec37-4ec0-a1ab-4a43880197be_20250529T15:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, this is [PII]. I am trying to get patient history and what they've used, please.
[AGENT][NEUTRAL] OK. I can help you with patient history, Ms. [PII]. Uh, can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's the name of the facility you're calling from, please?
[CUSTOMER][NEUTRAL] Louisiana Dental Center.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, and may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII] [PII] and 00608236.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, I am showing that [PII]'s policy is active, effective [PII], and let me get over to where we can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Look at his history.
[AGENT][NEUTRAL] OK, can you give me the procedure code that you need me to search for?
[CUSTOMER][NEUTRAL] Uh, you want them all at once or one by one? What's easier?
[AGENT][NEUTRAL] Uh, how many of them are there?
[CUSTOMER][NEUTRAL] 12346.
[AGENT][NEUTRAL] OK, um, let's do them one by one.
[CUSTOMER][NEUTRAL] OK, um, first is 1, I'm sorry, 0150.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] OK, the last time [PII] has had this procedure.
[AGENT][NEUTRAL] was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what's the next?
[CUSTOMER][NEUTRAL] 012 I'm sorry 0120.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, this last, um, time he had the evaluation was on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1110 profi.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That was done on [PII].
[CUSTOMER][NEUTRAL] 0274.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] That one was done on [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 80 days.
[CUSTOMER][NEUTRAL] Um, 0210 or 0330 is PNO FMX.
[CUSTOMER][NEUTRAL] P
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] Uh, that was done on the 00210 was done on [PII]. Let me check that other one too.
[AGENT][NEUTRAL] And the 330 was done on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he has no history for this year, so he still has his full maxim.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Not showing and let me check and see if any claims are out there that haven't been processed yet.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] He did have a claim on February for $49 so the $49 would need to be taken from the.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Max.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll take that out as well. OK, that'll be it thank you I appreciate your help.
[AGENT][POSITIVE] OK. Well, you're very welcome, Ms. [PII]. Is that everything I can help you with before we go, ma'am?
[CUSTOMER][POSITIVE] It is thank you I appreciate your time.
[AGENT][POSITIVE] OK, well you have a good day and thank you for calling APL.
[AGENT][POSITIVE] Bye-bye, Miss [PII]. You're welcome.
[CUSTOMER][POSITIVE] Thank you bye.