AccountId: 011433970860
ContactId: 2e8f121b-7200-41ee-881b-07f1b0aafd12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170710 ms
Total Talk Time (AGENT): 62978 ms
Total Talk Time (CUSTOMER): 33560 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/2e8f121b-7200-41ee-881b-07f1b0aafd12_20250520T12:57_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], this is [PII] calling from provider's office to check on dental benefits.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the dental benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Member ID is 02494791.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Member is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII]. And did you need a copy of the fax back or you have particular questions about it?
[CUSTOMER][NEUTRAL] Specific question. What is the group number?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] 19863.
[CUSTOMER][NEUTRAL] Can I have the amount used from the individual maximum deductible?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Um, so far she's used $358.40 and met the deductible.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can I have the last bit of service for by doing X.
[AGENT][NEUTRAL] What is the code?
[CUSTOMER][NEUTRAL] 02740330.
[AGENT][NEUTRAL] I'm sorry, can you say them again?
[CUSTOMER][NEUTRAL] 0274
[CUSTOMER][NEUTRAL] 0330.
[AGENT][NEUTRAL] OK, you sound really far away now, so I couldn't hear you, my apologies. Hold on one moment.
[AGENT][NEUTRAL] Last day of service for 0274 was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And hold on one moment.
[AGENT][NEUTRAL] 0330 was the same day, [PII].
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] All right, thanks for assistance.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.