AccountId: 011433970860
ContactId: 3c63f480-72ba-4f01-acf3-e40f30a8c9e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224100 ms
Total Talk Time (AGENT): 92026 ms
Total Talk Time (CUSTOMER): 39480 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/3c63f480-72ba-4f01-acf3-e40f30a8c9e2_20250320T15:06_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 benefit.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is your callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 021-94838.
[AGENT][NEUTRAL] OK, that was 021-94838. Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, you're calling for eligibility and benefits. I can assist you. This member is the policy holder with an effective date of [PII]. This policy shows active for the member.
[AGENT][NEUTRAL] This plan pays by UCR, which is usual customer in reasonable rates. There is no network for this plan, no network. Let me know when you're ready for the benefits.
[CUSTOMER][NEUTRAL] Yes, was the annual max and meaning.
[AGENT][NEUTRAL] OK, please note verification of benefits provided does not guarantee payment. The max is $1500 for the calendar year.
[AGENT][NEUTRAL] With a $50 deductible, let me check to see if everything has been used or met. One moment please, [PII].
[AGENT][NEUTRAL] Still searching that for you one moment, almost done.
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I place you on a brief hold please [PII] please? Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] deductible has been.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII], thank you very much for your patience. Um, $1,001 has been used or met and the $50 deductible has been met as well.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And what's and what's the the remaining amount?
[AGENT][NEUTRAL] $499 is the remaining amount.
[CUSTOMER][NEUTRAL] OK, and what's the reference number for this call?
[AGENT][NEUTRAL] It will be my name [PII] last initial L [PII], and today's date. Anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] Uh, can you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And reference number is your name and
[AGENT][NEUTRAL] Today's date.
[CUSTOMER][NEUTRAL] [PII] has sent to today's date.
[AGENT][NEUTRAL] [PII], last initial [PII], and today's date, yes.
[CUSTOMER][POSITIVE] OK, thank you so much for this information. Have a nice day thank you bye.
[AGENT][POSITIVE] Thanks for calling A