AccountId: 011433970860
ContactId: 6ad9b79c-7755-4a07-81a7-2d3321147727
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228289 ms
Total Talk Time (AGENT): 76505 ms
Total Talk Time (CUSTOMER): 95560 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/6ad9b79c-7755-4a07-81a7-2d3321147727_20250409T14:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hello, [PII]. This is [PII]. I just wanted to verify this patient's dental benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Can I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Oh yeah, sure. Uh, callback number I have here, it's [PII]. And for the, oh, you're asking for the office name?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. Office name, it's Mall of Georgia Dentistry.
[AGENT][NEUTRAL] OK, thank you. And then may I also get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sorry. Yeah. Patient's name I have here, it's, oh my [PII]. One moment.
[CUSTOMER][NEGATIVE] I lost
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, patient's name, it's [PII]. Uh, date of birth, [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s policy number please?
[CUSTOMER][NEUTRAL] Oh yeah. For the policy number I have here, it's 1,797,640.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][POSITIVE] Mhm. Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I do show that [PII] does have an active policy with us.
[AGENT][NEUTRAL] And his effective date is [PII]. And if you can give me your fax number, I will send you a fax back with the benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] OK. Thank you so much for that, um, [PII]. But, uh, I don't need that. The only information I need for this patient's plan is I just wanted to check if, uh, there's any used amount from its maximum benefits and the deductible. And, OK, no or of coverage. Yeah, only for the used amount. Yes.
[AGENT][NEUTRAL] for you.
[AGENT][POSITIVE] OK, all right. It's gonna be a quick hold while I pull that up for you.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Let's just see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Has his $50 deductible left to pay. He's used $156 of it and he has $1,344 for his maximum.
[CUSTOMER][NEUTRAL] OK. OK. Thank you so much. Just to make sure there's no use amount from the deductible, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect. And yes, that's all. Thank you so much, um, [PII], for helping and providing me with those information. I highly appreciate it.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. I hope you have a beautiful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK.