AccountId: 011433970860
ContactId: 0aab574e-ced2-45b0-9ec9-f01f632b256f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265649 ms
Total Talk Time (AGENT): 121682 ms
Total Talk Time (CUSTOMER): 49680 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/0aab574e-ced2-45b0-9ec9-f01f632b256f_20250602T16:00_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] My name is [PII] calling for dental benefits.
[AGENT][NEUTRAL] OK, sure. I can assist you with the dental benefits, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 021-94838.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you. And you say you need benefits and you need this information given to you verbally or faxed over to you?
[CUSTOMER][POSITIVE] benefits
[AGENT][NEUTRAL] I'm sorry, you said you need this verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Ah, I need a bali.
[AGENT][NEGATIVE] No. OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, can you confirm the patient is uh active or not?
[AGENT][NEUTRAL] I'm sorry, can you confirm what information?
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][NEGATIVE] Your voice is not clear.
[AGENT][NEGATIVE] Your voice is not clear. I cannot hear you. You said, what information do you need?
[CUSTOMER][NEUTRAL] Can you confirm me the patient is active or not, the max, what is the annual maximum max remaining.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The effective date of the policy is [PII]. It is active at the moment, and this is a dental policy. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer.
[AGENT][NEUTRAL] And for this one, we have a calendar year maximum of $1500 per cover person per calendar year with a $50 deductible for individual or $150 per family.
[CUSTOMER][NEUTRAL] And what is the max remaining?
[AGENT][NEUTRAL] The maxi.
[AGENT][NEUTRAL] Is that what you said?
[CUSTOMER][NEUTRAL] I guess
[AGENT][NEUTRAL] OK, looks like for [PII], he has to use all his benefits for [PII] as of today, so he doesn't have any more benefits available.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] And the max is out right.
[AGENT][NEUTRAL] Maximum has been exhausted for the calendar year for Mr. [PII].
[CUSTOMER][NEUTRAL] OK, they all used all benefits, right?
[AGENT][POSITIVE] Yes, he has to use all his benefits.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, can I get your name?
[AGENT][NEUTRAL] My name is [PII]'s [PII].
[CUSTOMER][NEUTRAL] And what is the last two digits?
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The my name is [PII].
[CUSTOMER][NEUTRAL] Uh, can you spell that last?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can I get the reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh thank you so much, [PII] for this special information. Have a wonderful day. Bye bye.
[AGENT][POSITIVE] You as well. Thank you for calling EPL. Bye bye.
[CUSTOMER][NEUTRAL] But.