AccountId: 011433970860
ContactId: 6ea8c5d5-de35-4786-94fe-8c20e8eb4722
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234320 ms
Total Talk Time (AGENT): 75151 ms
Total Talk Time (CUSTOMER): 93916 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/6ea8c5d5-de35-4786-94fe-8c20e8eb4722_20250327T14:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APM. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning. My name is [PII] and I'm looking for dental benefits. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you today?
[CUSTOMER][POSITIVE] Uh, I'm doing pretty good. Thank you so much. And I'm so sorry, I didn't get your name. May I have your name one more time, please?
[AGENT][NEUTRAL] My name is [PII] and it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Uh-huh. Thank you so much, [PII].
[CUSTOMER][NEUTRAL] And yeah, I'm looking for dental benefits. Can you help me, please?
[AGENT][POSITIVE] I'm sure I can assist you with benefits and first I'll need a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure. Uh, callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. May I need the policy number, please?
[CUSTOMER][NEUTRAL] Sure. Policy ID number 01822695.
[AGENT][NEUTRAL] Can you please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh-huh. Uh, first patient's first name, [PII]. Last name [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and just looking up the issue that verification is scheduled. It does not guarantee payment of clients. The effective date on this policy is [PII], and the policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what other information?
[CUSTOMER][NEUTRAL] OK. Oh.
[CUSTOMER][NEUTRAL] Sure. You said the effective date is [PII].
[AGENT][POSITIVE] Yeah, that's correct.
[CUSTOMER][NEUTRAL] OK. Thank you. Uh, I just want to check a specific question. Uh, can you confirm if there is anything new or met for the annual max and deductible for this calendar year, please?
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, under this policy, there's a $1500 maximum per calendar year, but a $50 deductible needs to be met first, and nothing has been met towards the deductible for the maximum.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'm so sorry. Uh, I can barely hear you. So, uh, you said that nothing new and nothing met for the calendar year and, and deductible.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you so much. Uh, that's all I want to confirm. Um, may I have the reference number, please?
[AGENT][NEUTRAL] For the reference number, you can use my name and today's date. Um again, my name is [PII]. It's spelled [PII] Last initial is [PII] and today's date. And can I get your callback number one more time, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, call back number.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Yeah, uh, I'm so sorry. I can barely hear you. You want uh the callback number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Sure. Callback number is [PII] and it's the red line.
[AGENT][POSITIVE] OK, thank you too for calling ATL. You have a great rest of your day. Bye bye.
[CUSTOMER][NEUTRAL] You do the same. Bye for now.
[AGENT][NEUTRAL] Mhm