AccountId: 011433970860
ContactId: 4340f6c3-84dc-4274-aef0-dffa629e0ad7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120720 ms
Total Talk Time (AGENT): 57974 ms
Total Talk Time (CUSTOMER): 41418 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/4340f6c3-84dc-4274-aef0-dffa629e0ad7_20250303T20:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I was calling to see about getting the eligibility status on a patient of ours.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] Yes ma'am is Alexandria Smile Center.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 00606815.
[AGENT][NEUTRAL] All right. And what is the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is a dental policy.
[CUSTOMER][NEUTRAL] OK, and um what is her maximum and deductible?
[AGENT][NEUTRAL] OK, let me get that for you one moment.
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have a calendar year maximum of $1000 with the $50 deductible.
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, and has she used any of her benefits for this year yet?
[AGENT][NEUTRAL] No, she has not used her benefits for [PII] as of today.
[CUSTOMER][POSITIVE] OK alrighty well thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome