AccountId: 011433970860
ContactId: 442057ec-c623-48ed-bcf8-cb73e7698c88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254899 ms
Total Talk Time (AGENT): 61541 ms
Total Talk Time (CUSTOMER): 46501 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/442057ec-c623-48ed-bcf8-cb73e7698c88_20250408T15:59_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] looking for dental benefits.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, [PII], I can help you with dental benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 02515750
[AGENT][NEUTRAL] They don't know
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, I can send a fax of all the dental benefits, or we can go over them on the phone. Which one would you like?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I just need some specific information only. Uh, so can you tell me what is the annual max remaining?
[AGENT][NEUTRAL] Um, let's see, this is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Um, let me see what he's used.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, let's see, 1500.
[AGENT][NEUTRAL] Um, I don't show anything used this year.
[CUSTOMER][NEUTRAL] OK, actually, uh, we just sent a claim on [PII]. Can you check the status?
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, yes, I do show actually I'm so sorry, yes, that paid out 4720, so 4720 of the 1500 has been used.
[CUSTOMER][NEUTRAL] And the uh, give me a second. And what about deductible? Is it met?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEGATIVE] Hold on just a second, run just a bit slow.
[CUSTOMER][POSITIVE] Hm. Take your time.
[AGENT][NEUTRAL] Uh, looks like $50 is still left on the deductible that needs to be met.
[CUSTOMER][NEUTRAL] OK, give me the ref. OK, so what is the reference number for this call?
[AGENT][NEUTRAL] Uh, it's my name, [PII], and then last in, [PII] last name [PII], today's date.
[CUSTOMER][POSITIVE] All right, so thank you so much, [PII], for your valuable time. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL you too, bye.