AccountId: 011433970860
ContactId: 6bd9d0a7-10dc-4a5e-99e6-4d4f6e239328
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139860 ms
Total Talk Time (AGENT): 50155 ms
Total Talk Time (CUSTOMER): 49028 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/6bd9d0a7-10dc-4a5e-99e6-4d4f6e239328_20250515T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm just trying to see if the patient still has active dental coverage.
[AGENT][NEUTRAL] Sure, I can help you with eligibility. Can I get your name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] G
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I'm sorry about that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I have 01816902.
[AGENT][NEUTRAL] One moment while I check eligibility for you.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] OK. Thank you for verifying that with me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], it looks like this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright, and everything's still the same $1500 max co-insurance 18,040.
[AGENT][NEUTRAL] It should be, yes. I mean, I can double check that for you real quick if you want me to.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Um, that's fine.
[AGENT][NEUTRAL] You said $1500 max, uh calendar year max and $50 deductible? Yes, ma'am, that's still right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright alright perfect thank you so much.
[AGENT][POSITIVE] Thank you so much. Thank you for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye