AccountId: 011433970860
ContactId: 6441f3e7-71be-4bc7-9a4c-100ae2843aff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199509 ms
Total Talk Time (AGENT): 57063 ms
Total Talk Time (CUSTOMER): 65274 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/6441f3e7-71be-4bc7-9a4c-100ae2843aff_20250509T19:14_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh hello, good afternoon. This is [PII], and I'm looking for the dental benefits of the patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, yes,
[CUSTOMER][NEUTRAL] Uh, the member's ID it is 02274817.
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it is [PII] with no extension.
[AGENT][NEUTRAL] Thank you and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, one moment, yes.
[CUSTOMER][NEUTRAL] All right. Um, the patient's name here, it is, uh, [PII]. It is on [PII]. I just need to use the amount in the history on, all right?
[AGENT][NEUTRAL] I'm sorry. I'm showing his effective date is February, I'm sorry, [PII] and he is active.
[AGENT][NEUTRAL] You say you're needing what again?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maximum deductible remaining.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I don't show he's used any benefits nor met his deductible for this year.
[CUSTOMER][NEUTRAL] All right, the deductible, it is $50 and the annual max is $500 right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And this is under the partner personal management with the group number 70087, is that right?
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][NEUTRAL] And this type of plan does not have any network. Is it right, ma'am?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you. And is there any history on file for this year [PII]?
[AGENT][NEUTRAL] I'm sorry, is there any history on the file for what?
[CUSTOMER][NEUTRAL] Uh, history for this year [PII].
[AGENT][NEUTRAL] I'm sorry, ma'am, you're speaking a little too fast for me. Say again.
[CUSTOMER][NEUTRAL] History for this year.
[AGENT][NEUTRAL] For what? I'm sorry.
[CUSTOMER][NEUTRAL] History, history for this year [PII]. Is there any?
[AGENT][NEUTRAL] No, there's no history for this year.
[CUSTOMER][POSITIVE] Thank you. Your reference number and your name?
[AGENT][NEUTRAL] Uh, you can use my name at today's date and it's [PII] last initial [PII]
[CUSTOMER][POSITIVE] All right, thank you so much and have a great evening. Bye-bye.
[AGENT][POSITIVE] You too. Thanks for calling APL. Bye.