AccountId: 011433970860
ContactId: 26cbd646-add7-42d1-a4a2-124e6b91bba0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145369 ms
Total Talk Time (AGENT): 58149 ms
Total Talk Time (CUSTOMER): 33229 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/26cbd646-add7-42d1-a4a2-124e6b91bba0_20250502T14:54_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm trying to see if a patient is active for scaling and route planning today.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be 231-381-9.
[AGENT][NEUTRAL] OK, thank you one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I show his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] OK, perfect. And is there any waiting periods or missing tooth cloths?
[AGENT][NEUTRAL] Uh, there is a missing tooth cause and there is a 12-month waiting period which he has already satisfied.
[CUSTOMER][NEUTRAL] OK, and then out of his maximum has anything been used for this calendar year?
[AGENT][NEUTRAL] Uh, give me one moment.
[AGENT][NEUTRAL] See, uh, don't show he's used any of his benefits uh for this year, nor has he met his deductible.
[CUSTOMER][POSITIVE] OK, perfect. So is he good to go for uh skimming or planning on the left side?
[AGENT][NEUTRAL] Uh, let me see if there's any history.
[AGENT][NEUTRAL] Uh, he is, yes, ma'am. I don't show any history, so he is eligible.
[CUSTOMER][NEUTRAL] OK perfect and then can I just get a reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date, and my name is [PII], last initial [PII]
[AGENT][NEUTRAL] And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No ma'am, that would be it thank you so much and you have a great day.
[AGENT][POSITIVE] Oh you too and thank you for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Thank you.