AccountId: 011433970860
ContactId: 140412ce-459d-4991-a81c-c0a0cd8843a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191330 ms
Total Talk Time (AGENT): 48271 ms
Total Talk Time (CUSTOMER): 43810 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/140412ce-459d-4991-a81c-c0a0cd8843a5_20250121T19:09_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. It's spelled [PII] I just needed a little information regarding the dental benefits for the patient, please.
[AGENT][POSITIVE] I'll be happy to assist with benefits today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, it's 238-798-0.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] Um, and were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Uh, no. Can you just verify the group number and group name to me, and I just need to know their remaining maximum and deductible, if any.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hey, can you hear me?
[AGENT][NEUTRAL] OK, I can hear you now.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh yeah, I just need to know the remaining maximum and deductible and if you could just verify the group number.
[AGENT][NEUTRAL] OK, let's see one moment.
[AGENT][POSITIVE] Thank you so much for your patience.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here can you hear me?
[CUSTOMER][NEUTRAL] Yeah, I can hear you now.
[AGENT][POSITIVE] OK, no, I was saying thank you so much for your patience.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] OK, I'm not showing that um patient has used any benefits this calendar year, so he um needs to meet his deductible and he also has the full $500 available.
[CUSTOMER][POSITIVE] Got it. Perfect. Thank you so much. Yeah, that is all the information that I needed. I hope you have a great day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Bye bye.