AccountId: 011433970860
ContactId: 25878fb8-b403-44f5-804d-7acef1993bc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156020 ms
Total Talk Time (AGENT): 37863 ms
Total Talk Time (CUSTOMER): 27548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/25878fb8-b403-44f5-804d-7acef1993bc8_20250414T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII] looking for dental benefits.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] direct line?
[AGENT][NEUTRAL] And what provider's office are you with?
[CUSTOMER][NEUTRAL] [PII] provides office name Villas Dental.
[AGENT][NEUTRAL] What was the name? I'm sorry.
[CUSTOMER][NEUTRAL] Villas Dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have the patient uh ID number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] I show the policies effective [PII] currently active.
[AGENT][NEUTRAL] And it's not a guarantee of payment basic.
[CUSTOMER][NEUTRAL] What is
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What is the max remaining?
[AGENT][NEUTRAL] Uh, max remaining, uh, let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is that all you needed?
[CUSTOMER][NEUTRAL] Yeah, maximum and deductible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, hold on one moment.
[AGENT][NEUTRAL] Uh, it looks like he has used the total calendar year maximum of 1500.
[CUSTOMER][NEUTRAL] So patient is maxed out?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can I have your name again?
[AGENT][NEUTRAL] [PII], first initial to last name, [PII].
[CUSTOMER][POSITIVE] Thank you so much [PII] have a great day bye for now.
[AGENT][POSITIVE] Thanks for calling APL you as well.