AccountId: 011433970860
ContactId: 2c567fa4-c579-43b7-b7aa-8dc6f9113d30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121139 ms
Total Talk Time (AGENT): 57819 ms
Total Talk Time (CUSTOMER): 39608 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/2c567fa4-c579-43b7-b7aa-8dc6f9113d30_20250211T13:46_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling to see if a member is still active on their dental plan.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Uh, name is [PII]. Phone number is [PII].
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 990036
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yep, it's [PII] date of birth [PII].
[AGENT][POSITIVE] Thank you for that, and I am showing the policy is active and it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and that's uh $1500 maximum $50 deductible.
[AGENT][NEUTRAL] Um, hold on one moment, let me see what type of plan they have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just for the call, all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right sounds good thank you.
[AGENT][NEUTRAL] So, yes, it's a $1500 calendar year max and a $50 deductible.
[CUSTOMER][NEUTRAL] OK, can I get a fax back of benefits please?
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And should I put attention, Ali?
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] All right, well, I'm sending this over to you now. If you have not received it by end of day, just give us a call back, we'll be more than happy to resend it, um, but I'm sending it to you right now.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Nope, that'll be it.
[AGENT][POSITIVE] Alright have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.