AccountId: 011433970860
ContactId: 580d19ba-8e6a-4ff2-9439-f767a2d9d5cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189720 ms
Total Talk Time (AGENT): 85061 ms
Total Talk Time (CUSTOMER): 44464 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/580d19ba-8e6a-4ff2-9439-f767a2d9d5cc_20250408T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from a dental office. I'm just trying to um see if my patient has used any of the Planmax that they have.
[AGENT][NEUTRAL] Sure, I can see if they've used any of that benefit amount this year. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 02042180
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right. Thank you for verifying that. Give me just a moment. Let me see if any of that has been used so far this year.
[AGENT][NEUTRAL] OK, and this just was, excuse me, this was just for [PII] correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so she has used a bit this year. Um, she has met that $50 deductible and if you'll bear with me just a moment, I have to do just a little bit of math and I'll let you know um how much has been used total.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the benefit amount used was $1,265.
[AGENT][NEUTRAL] And I believe that's 43 cents.
[AGENT][NEUTRAL] Of that, of course, total amount was 1500.
[CUSTOMER][NEUTRAL] OK, so you said used 1000.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Oh, sorry, give me just a moment. I'm gonna go right back to it. I apologize.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh no, I was wrong. OK, so she did meet that 1, um, 1500 even, excuse me.
[CUSTOMER][NEGATIVE] Oh, so she's mad at all.
[AGENT][NEUTRAL] So she has used all benefits for the calendar year correct sorry about that.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] All right, um, then that should be all I need for today. May I have your name one more time and a reference number, if any?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[AGENT][NEUTRAL] Was there anything else I could help you with, ma'am?
[CUSTOMER][POSITIVE] No, that should be all thank you.
[AGENT][POSITIVE] Alright, yeah, for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.