AccountId: 011433970860
ContactId: 17f3e53f-237d-447f-890f-ab4dc4ccaee5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212389 ms
Total Talk Time (AGENT): 75020 ms
Total Talk Time (CUSTOMER): 76551 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/17f3e53f-237d-447f-890f-ab4dc4ccaee5_20250203T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hello. This is [PII] from Prestige General Center.
[CUSTOMER][NEUTRAL] Um, just wanted to, just wanted to confirm, um, this patient's annual maximum. Um, just wanted to check if it's maxed out or no.
[AGENT][NEUTRAL] OK, you wanted to check the balance for the um.
[AGENT][POSITIVE] Benefit. I can help you with that Eldridge. What is your phone number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK. So my callback number is [PII].
[CUSTOMER][NEUTRAL] Oh, sorry, sorry, sorry. That's that's the wrong number.
[AGENT][POSITIVE] Thank you, sir. Mhm.
[CUSTOMER][NEUTRAL] Sorry, it's the fax number, sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] OK, and what is the patient's date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and patients policy number?
[CUSTOMER][NEUTRAL] It's 02310638.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And let me check to see if.
[AGENT][POSITIVE] He has used his benefits.
[AGENT][NEUTRAL] For you
[AGENT][NEUTRAL] OK, [PII] still has his deductible left to pay, and this is just to verify his coverage. It's not a guarantee of payment. The deductible is $50 and he still has his $1500 benefit maximum left.
[CUSTOMER][NEUTRAL] OK. Uh, so, um, there's no use.
[CUSTOMER][NEUTRAL] Used amount for annual maximum and deductible.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um, OK, let me note that to let the office know. Thank you. Hold on.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] That's all I wanted to confirm. Um, thank you for your time. Um, can I have this customer reference number?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] To.
[CUSTOMER][NEUTRAL] This date.
[AGENT][NEUTRAL] And what is the name of the facility you're calling from Aldridge?
[AGENT][NEUTRAL] You said Prestique Medical Center?
[CUSTOMER][NEUTRAL] Um, it's Prestige Dental Center.
[CUSTOMER][NEUTRAL] Dental center, so.
[AGENT][POSITIVE] Oh, OK, thank you. I appreciate you giving that to me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you for calling APL. You have a blessed day.
[CUSTOMER][NEUTRAL] So I guess that may be all there.
[CUSTOMER][POSITIVE] Thank you. You too.