AccountId: 011433970860
ContactId: 693aee7c-0831-43f2-b78f-9799c77d83f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118180 ms
Total Talk Time (AGENT): 62670 ms
Total Talk Time (CUSTOMER): 28630 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/693aee7c-0831-43f2-b78f-9799c77d83f6_20250505T14:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to see how much, um, max or doctoral patients use for the calendar year.
[AGENT][POSITIVE] OK, sure, I can assist you with the maximum remaining. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And may I have the name of the facility you're calling from from my location?
[CUSTOMER][NEUTRAL] Louisiana dental center.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 00604575
[AGENT][NEUTRAL] All right. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] OK perfect thank you and let me check and see what's the remaining one moment.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] And how do you spell your name while doing that?
[AGENT][NEUTRAL] Yeah, sure. My name is [PII]'s [PII].
[AGENT][NEUTRAL] OK. And as of today, Ms. [PII], um, this member has not used her benefits for [PII]. She still has the full amount left, which is the $1000 per calendar year with the $50 deductible.
[CUSTOMER][POSITIVE] OK, that works for me thank you you have a great one.
[AGENT][POSITIVE] Mm, you're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling APR. Have a good week, Ms. [PII].
[CUSTOMER][NEUTRAL] You too
[AGENT][POSITIVE] Thank you.