AccountId: 011433970860
ContactId: 5cc4fcde-26dd-4c8b-a22f-aabe0fed4d8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123199 ms
Total Talk Time (AGENT): 45168 ms
Total Talk Time (CUSTOMER): 33937 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/5cc4fcde-26dd-4c8b-a22f-aabe0fed4d8c_20250619T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling with the small spa. I was calling to verify the patient's plan.
[AGENT][POSITIVE] All right, I'm happy to verify on the benefits. Do we have their policy number?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, it is 613-354.
[AGENT][NEUTRAL] Thank you. Let me just pull that up. And then for documentation, do you have a good callback number, please?
[CUSTOMER][NEUTRAL] Um, [PII], no extension.
[AGENT][NEUTRAL] Thank you. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And just to confirm, are you looking for dental benefits or medical?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, so patient plan is a dental plan. It is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK, um, I just wanted to make sure that they were active and.
[CUSTOMER][NEUTRAL] How much of their annual max have they used?
[AGENT][NEUTRAL] Oh yeah, let's take a look one moment.
[AGENT][NEUTRAL] Alright, so looks like their calendar max is 1000 and [PII] has used $31 so the remaining is $969.
[CUSTOMER][POSITIVE] Alrighty, that was it.
[AGENT][POSITIVE] All right. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh bye bye.