AccountId: 011433970860
ContactId: f59674c9-1475-49d7-a04d-c702b6b5797a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474750 ms
Total Talk Time (AGENT): 131297 ms
Total Talk Time (CUSTOMER): 102223 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/f59674c9-1475-49d7-a04d-c702b6b5797a_20250402T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling fromlantic Airlines. How are you, how are you doing today?
[AGENT][POSITIVE] I'm doing good, [PII]. How are you doing today sir?
[CUSTOMER][POSITIVE] I'm doing great, thanks for asking. Actually I'm a patient. Could you please help me with the dental benefits?
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, uh, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] And the subscriber ID is 02204158.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][POSITIVE] OK, I do see that [PII] does have an active policy with us.
[AGENT][NEUTRAL] Uh, the effective date of the policy is [PII].
[AGENT][NEUTRAL] And if you give me your fax number I'll send you a fax back with the benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] OK, uh, before that, could you please provide me the group number that I can check whether it's a, uh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The group number is 70,030.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what
[CUSTOMER][NEUTRAL] Uh, do the facts have these streets also?
[AGENT][NEUTRAL] Has the, um, I'm sorry, what, can you repeat the question?
[CUSTOMER][NEUTRAL] Sure. Uh, does the fax pack contains the histories of the patient?
[AGENT][NEUTRAL] I can give you his, I can give you history real quick before I send it to you. What is your first let me get your fax number.
[CUSTOMER][NEUTRAL] So his dates
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, the fax number is 310.
[CUSTOMER][NEUTRAL] 861
[CUSTOMER][NEUTRAL] 1816.
[AGENT][NEUTRAL] OK. All right, let's look at that history for you real quick.
[AGENT][NEUTRAL] OK, can you give me the procedure code that you need me to look up?
[CUSTOMER][NEUTRAL] Uh, just for the pre uh preventative ones.
[CUSTOMER][NEUTRAL] Like uh the FMX panel exams or the codes.
[AGENT][NEUTRAL] OK, and what is the code?
[CUSTOMER][NEUTRAL] 0120.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] 0140.
[AGENT][NEUTRAL] OK, let's do one at a time.
[CUSTOMER][NEUTRAL] Go on back
[AGENT][NEUTRAL] OK, I do not show that 0120 has been used.
[AGENT][NEUTRAL] No history on that one. What's the next code?
[CUSTOMER][NEUTRAL] 0140
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the
[CUSTOMER][NEUTRAL] 940,150.
[AGENT][NEUTRAL] 40,510.
[CUSTOMER][NEUTRAL] 0150.
[AGENT][NEUTRAL] OK, that last time that one was done was on [PII].
[CUSTOMER][NEUTRAL] And 0210?
[AGENT][NEUTRAL] That one has not been used.
[CUSTOMER][NEUTRAL] Uh, and it's 0330.
[AGENT][NEUTRAL] And that one has not been used.
[CUSTOMER][NEUTRAL] 0274
[AGENT][NEUTRAL] That one, the last day that one was used was on [PII].
[CUSTOMER][NEUTRAL] Uh, and 1110?
[AGENT][NEUTRAL] That one was used on [PII].
[CUSTOMER][NEUTRAL] He's very first off.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] 1206
[AGENT][NEUTRAL] 1212.
[CUSTOMER][NEUTRAL] Yup. Uh, it's 1206.
[AGENT][NEUTRAL] 1206 let me look at that one.
[CUSTOMER][POSITIVE] Yeah, 1206. That's correct.
[AGENT][NEUTRAL] That one was used on [PII].
[CUSTOMER][NEUTRAL] And the last one is 4910?
[AGENT][NEUTRAL] And that one's never been used.
[CUSTOMER][NEUTRAL] Thank you. And is there any use amount for the predictables? It will, uh, OK, I can get it the fax.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I'm gonna put you on a brief hold while I send that to you. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] Sure, uh, OK, thank you so much for the information, and can I have the caller reference number please?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much for the information and have a great day bye for now, take care.
[AGENT][POSITIVE] You have a wonderful day too. Thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You bye bye.