AccountId: 011433970860
ContactId: 5fabed51-84fd-4c64-809c-ca6a6aa00b63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287350 ms
Total Talk Time (AGENT): 83199 ms
Total Talk Time (CUSTOMER): 87897 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/5fabed51-84fd-4c64-809c-ca6a6aa00b63_20250416T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I was calling to check uh to see if the patient was still eligible.
[AGENT][POSITIVE] OK, I can help you with ability.
[CUSTOMER][NEUTRAL] For dental, dental coverage? OK.
[AGENT][NEUTRAL] Yes, um, can I please get your name and your callback number and the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, it's gonna be, my name is [PII]. Last initial is [PII] I'm calling from Doctor [PII]'s office.
[CUSTOMER][NEUTRAL] And a good callback number is [PII].
[AGENT][NEUTRAL] OK, thank you very much Miss [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I have [PII], date of birth [PII]. Policy number is 604398.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I do show that this policy for Ms. [PII] is active and her effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK. All right. And how much is her annual max in this all?
[CUSTOMER][NEUTRAL] was
[AGENT][NEUTRAL] Her annual maximum is let me pull that up real quick.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] OK, and this is just to verify her benefits. It's not a guarantee of payment.
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][POSITIVE] As soon as this loads up for me I'll be able to give you that amount.
[CUSTOMER][POSITIVE] Yes, ma'am. Take your time. Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, her maximum annually is $1000 per covered insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, got you. Alright, that's all I needed today. Is there a way I can get a fax with that or uh just a name and reference number for the call would be great.
[AGENT][NEUTRAL] Uh, I can send you a fax with um the benefit breakdown. Can I get your fax number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Miss [PII], while I get that fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] You're very welcome and for your call reference you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[CUSTOMER][POSITIVE] OK, got you. Thank you so much. Have a great day.
[AGENT][POSITIVE] You too, thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, right.