AccountId: 011433970860
ContactId: 6dd898bb-a24d-47f6-b897-56f2ebf0832d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146320 ms
Total Talk Time (AGENT): 77222 ms
Total Talk Time (CUSTOMER): 53997 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/6dd898bb-a24d-47f6-b897-56f2ebf0832d_20250207T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling for dental benefits.
[AGENT][POSITIVE] OK, so it would be my pleasure to assist you with dental benefits. What is the callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 021 94838
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with that eligibility and benefits for [PII], I'm showing the policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And [PII], I do have a breakdown I can fax to you with the calendar year max deductible frequency limitations.
[CUSTOMER][NEUTRAL] Actually, uh,
[CUSTOMER][NEUTRAL] Sorry, I forgot your name. Your name was.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII], I have the breakdown. I just need information with specific questions. What is the annual max remaining for this patient?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The max remaining for 2025 as of right now, he has that full benefit remaining for 2025.
[CUSTOMER][NEUTRAL] OK, is there any claim in pending?
[AGENT][NEUTRAL] There is a claim pending. I'm not sure what date for what date it is.
[CUSTOMER][NEUTRAL] Because we have a service state.
[CUSTOMER][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] We do have a claim pending.
[CUSTOMER][NEUTRAL] It was on [PII], yes.
[CUSTOMER][NEUTRAL] I need to verify the plane is pending or not.
[AGENT][NEUTRAL] It is, it is pending. It's not been processed yet. We just received it on the [PII].
[CUSTOMER][NEUTRAL] OK, got it. And is preventative applied to the mix.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] It is.
[CUSTOMER][POSITIVE] OK, got that. That will be all. Thank you so much. And what is the reference number for this call, [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] The reference number is my name and today's date, and I spell my name [PII] name [PII], it was a pleasure to assist you with that dental information. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, [PII]. Same to you, bye.
[AGENT][NEUTRAL] Bye-bye, [PII].