AccountId: 011433970860
ContactId: 44fdc62c-fff2-4638-97b0-6d4f5ddf9e16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188279 ms
Total Talk Time (AGENT): 68240 ms
Total Talk Time (CUSTOMER): 49297 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/44fdc62c-fff2-4638-97b0-6d4f5ddf9e16_20250612T19:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am [PII].
[AGENT][NEUTRAL] OK. How may I assist you today?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh yes ma'am. I was trying to go ahead and verify uh eligibility for a patient. sorry I thought you asked for my name in the beginning.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not yet, but you said it's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And I can verify eligibility for you. Uh, what's that policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, it is 01735036.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Give me one moment. It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and this is for dental?
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] OK, thank you, ma'am. I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] May I have her last per minute of history please?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, looks like her last claim [PII] of this year.
[AGENT][NEUTRAL] Just for exam and panel.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's the only history on file?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the history on file.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So, uh, what would be her benefits remaining, ma'am?
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] Uh, it shows she has remaining $1,367.20 and she has met her deductible for the year.
[CUSTOMER][NEUTRAL] OK ma'am, may I have your name and a reference number please?
[AGENT][NEUTRAL] Sure. My name is [PII], last initial [PII] and you can use my name in today's date as reference.
[CUSTOMER][POSITIVE] OK, thank you so much Ms. [PII] that'll be all.
[AGENT][POSITIVE] Alright, you're welcome, Miss [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye.