AccountId: 011433970860
ContactId: 4fb0a9a3-460a-48e6-ba04-b5ce110c6153
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136009 ms
Total Talk Time (AGENT): 59661 ms
Total Talk Time (CUSTOMER): 33823 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/4fb0a9a3-460a-48e6-ba04-b5ce110c6153_20250502T15:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yeah, I was trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02277461.
[AGENT][POSITIVE] OK, thank you so much and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. See.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], excuse me.
[AGENT][NEUTRAL] You're fine. OK, and their date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and this is for dental, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] And has she used any of her annual max term at the deductible?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Uh, um, it looks like she has not met her deductible for the year, and she has $1,232 remaining for this year.
[CUSTOMER][NEUTRAL] OK, and then can I just get a reference number for this call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date. And is there anything else, Ms. [PII], I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, that was it. Thank you.
[AGENT][POSITIVE] Yeah, you're welcome and thank you for calling APL. You have a great day and weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.