AccountId: 011433970860
ContactId: 3932b7ab-c83b-4f1e-97fd-54e70d11ee2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79120 ms
Total Talk Time (AGENT): 40661 ms
Total Talk Time (CUSTOMER): 35000 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/3932b7ab-c83b-4f1e-97fd-54e70d11ee2f_20250113T19:16_UTC.wav
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[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I just need to verify dental policy for a patient please.
[AGENT][NEUTRAL] I can help with the policy and, and uh with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It is 1,104,350.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything about [PII]'s policy that I can help with, uh, any of the benefits, or?
[CUSTOMER][NEUTRAL] Um, is the, yeah, is the maximum still 1500?
[AGENT][NEGATIVE] It is, um, that has not changed and it doesn't look like he's used anything for the calendar year [PII].
[CUSTOMER][NEUTRAL] OK, and then deductible is $50 and nothing that correct?
[AGENT][NEUTRAL] Uh, that's right, yes, it hasn't changed at all.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][POSITIVE] OK, all right, that is all I needed to know thank you so much.
[AGENT][POSITIVE] OK, if there's nothing I can help with, thanks for contacting UPR have a good.