AccountId: 011433970860
ContactId: 52ed9e62-7bd0-43a3-8276-3c52798789d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146259 ms
Total Talk Time (AGENT): 57399 ms
Total Talk Time (CUSTOMER): 33146 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/52ed9e62-7bd0-43a3-8276-3c52798789d6_20250506T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was trying to verify dental benefits for a patient and seeing how much benefits they've used.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] [PII], the policy number [PII]?
[CUSTOMER][NEUTRAL] 02558126.
[AGENT][NEUTRAL] And I'll get a callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright thank you and you're needing eligibility dates and did you say you needed benefit information and the accumulations?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't need the full benefits just accumulations.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, so for Ava.
[AGENT][NEUTRAL] Of the $1500 maximum I'm showing used at this time is $463.20. She has $1,036.80 remaining.
[AGENT][NEUTRAL] At this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] Perfect um has she met the deductible as well? Sorry.
[AGENT][NEUTRAL] Uh, let me verify that. I don't believe so, but let me check.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Actually, the $50 deductible has been satisfied this year.
[CUSTOMER][NEUTRAL] OK perfect and what was your name again?
[AGENT][NEUTRAL] You'll use my name and today, today's date is your reference, [PII], first initial last is [PII]. And any other questions, [PII], I can help out with today?
[CUSTOMER][POSITIVE] No ma'am thank you I appreciate your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.