AccountId: 011433970860
ContactId: 1ae9f59e-d471-438c-b764-aad63e07320b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115160 ms
Total Talk Time (AGENT): 44172 ms
Total Talk Time (CUSTOMER): 51812 ms
Interruptions: 0
Overall Sentiment: AGENT=3.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/1ae9f59e-d471-438c-b764-aad63e07320b_20250225T15:52_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] Uh, yes, um, I am calling from a dental office, and I am just trying to check on a patient's benefits, please.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's area code [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 607-081
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And um do you need the benefits given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Um, well, I tell you what, can you just tell me if he's used any of his benefits for the year?
[AGENT][POSITIVE] Yes, I can check on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] As of today, he has not used his benefits for [PII], so he still have the full amount available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and so that's $1000 correct?
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] OK, and um a $50 deductible as well, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK fantastic all right well I do appreciate your help thank you.
[AGENT][POSITIVE] You're welcome, no problem. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Alrighty
[CUSTOMER][POSITIVE] Yeah that's it thanks.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling APL. Have a good day, Miss [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK alright you too bye bye.
[AGENT][POSITIVE] Thank you