AccountId: 011433970860
ContactId: 5be091db-caaa-44bf-999b-1e3df22329a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158580 ms
Total Talk Time (AGENT): 57037 ms
Total Talk Time (CUSTOMER): 69709 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/5be091db-caaa-44bf-999b-1e3df22329a5_20250204T14:28_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from a dental office and I need to get a dental breakdown on the patient.
[AGENT][NEUTRAL] Sure [PII], I can assist you with that. Can I have the call back number for you and that policy number?
[CUSTOMER][NEUTRAL] Um, my call back is [PII].
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Policy is 01163140.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And [PII], you're calling to request the benefit breakdown. Would you like for me to send you a fax back or would you like it verbally?
[CUSTOMER][NEUTRAL] Um, you know what?
[CUSTOMER][NEUTRAL] Let's do verbally because I have multiple questions.
[AGENT][NEUTRAL] This member's policy has been active since April.
[AGENT][NEUTRAL] [PII] and is currently active. She has a maximum benefit amount.
[CUSTOMER][NEUTRAL] Group number
[CUSTOMER][NEUTRAL] Go ahead
[AGENT][NEUTRAL] So the maximum benefit amount of $1500 per calendar year with a $50 deductible that does not apply to us preventative services and this is not a guarantee of benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The group number is 18072.
[CUSTOMER][NEUTRAL] Let me see if I have that in my database.
[CUSTOMER][NEUTRAL] 18072 cross fingers.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think, and I may not need any more info from you.
[AGENT][NEUTRAL] Would you like for me to send you a fax back of the dental schedule?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] What's your fax number, [PII]?
[CUSTOMER][NEUTRAL] OK, I just got it, so I'm not, I don't, it's not memorized yet. [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am. That's it. Thank you so much.
[AGENT][POSITIVE] You're welcome, thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks. Bye bye.