AccountId: 011433970860
ContactId: 6f4ab3ec-c5e7-45db-99e0-803faa1dff02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174899 ms
Total Talk Time (AGENT): 63110 ms
Total Talk Time (CUSTOMER): 58793 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/6f4ab3ec-c5e7-45db-99e0-803faa1dff02_20250327T13:25_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] Hey, so you would really out.
[CUSTOMER][NEUTRAL] But you just have that like the.
[CUSTOMER][NEUTRAL] Hold on one second for me. So the main information like name, address, birthday, just simple things like that on the first page. The second page is the medical history, and then just sign and date the rest.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So if you want anybody to have access to your policy, then you would just sign a date at the bottom.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] That's not a problem. I understand multitasking.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Good morning. How can I help you?
[CUSTOMER][NEUTRAL] I just need to verify if a patient is eligible.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with the eligibility. Can I get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII] and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02580467
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] All right, thank you. This is for dental eligibility?
[CUSTOMER][NEUTRAL] Dental eligibility, yes.
[AGENT][NEUTRAL] All right, I can help you with that, [PII], I'm showing that [PII]'s policy is active. Effective date is [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Have they used any benefits this year?
[AGENT][NEUTRAL] Let me check that real quick.
[AGENT][NEUTRAL] On [PII], [PII] had a prophy bite wing, and oral examination.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was on [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do they have 255 left of their benefits?
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] I can check that also.
[CUSTOMER][NEUTRAL] Of the $500?
[AGENT][NEUTRAL] Yeah, let me check that for you.
[CUSTOMER][NEUTRAL] Uh a little mom and pop.
[AGENT][NEUTRAL] 245 is is uh 255 is remaining, you're correct.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] It's been my pleasure to assist you and thank you for calling APL [PII]. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.