AccountId: 011433970860
ContactId: 4ed7d15f-0cd1-4e62-a65b-8dd5e557e6b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173460 ms
Total Talk Time (AGENT): 71382 ms
Total Talk Time (CUSTOMER): 56853 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/4ed7d15f-0cd1-4e62-a65b-8dd5e557e6b3_20250220T16:05_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I just needed to check and see if a patient used anything from their maximum so far this year, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with the benefit information. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is [PII], and that is the direct line.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02478083.
[AGENT][POSITIVE] Thank you. Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] on this
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And this is for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. All right, thank you, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and let me see how much they have left, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer and oh.
[AGENT][NEUTRAL] Backwards.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so she still have the 1500 available for this year, and she has not met her deductible.
[CUSTOMER][POSITIVE] OK perfect and this is a um.
[CUSTOMER][NEUTRAL] A benefit year that runs from [PII], is that right?
[AGENT][NEUTRAL] No, this is a calendar year.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So they have benefits from [PII] to the end of the year and then it started all over again in January.
[CUSTOMER][NEUTRAL] Her
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then, but her missing tooth cloth is still effective until [PII], right?
[AGENT][POSITIVE] Correct, yes. For any service rendered, yes.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, I got you, and that's for basic and major?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, that would be for major.
[CUSTOMER][NEUTRAL] Major, OK, got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I think I am uh good to go. Uh, do you have the reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK perfect thank you so much I hope you have a great day.
[AGENT][POSITIVE] You as well. Thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye