AccountId: 011433970860
ContactId: 0f9d50fd-8a9e-466d-aa59-f94a44175276
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93199 ms
Total Talk Time (AGENT): 37557 ms
Total Talk Time (CUSTOMER): 24497 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0f9d50fd-8a9e-466d-aa59-f94a44175276_20250210T22:02_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I was calling about dental eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Our phone number is [PII]. The policy number is 615341.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And either you're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] This member has a maximum benefit amount of $1000 per calendar year with a $50 deductible, and this is not a guaranteed benefit just a disclaimer of the policy's coverage, and she has not utilized any of her benefits for [PII].
[CUSTOMER][POSITIVE] OK. Thank you very much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That was all. Thank you.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too. Goodbye.
[AGENT][POSITIVE] Thanks, goodbye.