AccountId: 011433970860
ContactId: 6fc415ee-6537-47b4-9486-edbc0273bf0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176210 ms
Total Talk Time (AGENT): 83221 ms
Total Talk Time (CUSTOMER): 56650 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/6fc415ee-6537-47b4-9486-edbc0273bf0e_20250116T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I need dental benefits of a member.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on benefits today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] Policy number is 02093617.
[AGENT][NEUTRAL] All right, thank you for that. Let me pull this up. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] My name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. So the patient plan is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] So, do you provide facts for the benefits?
[AGENT][POSITIVE] Mhm. I can send a fax back with a breakdown, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just to confirm, that was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, and all the details like the group number, group name will be mentioned over fax.
[AGENT][NEUTRAL] No, that will not. I can give that to you. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So the group number is going to be 249.
[AGENT][NEUTRAL] 13.
[AGENT][NEUTRAL] And the name is Universal Trucking.
[CUSTOMER][NEUTRAL] And what's the deductible and the accumulated amount?
[AGENT][NEUTRAL] It looks like the calendar year deductible is $50 per covered up to $150 for the family.
[AGENT][NEUTRAL] Let me see if they've used anything this year, one moment.
[CUSTOMER][NEUTRAL] And individual mass?
[AGENT][NEUTRAL] Uh, the calendar year maximum is 1500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient still has deductible and the calendar year max remaining.
[CUSTOMER][NEUTRAL] OK, so when will I receive the fax?
[AGENT][NEUTRAL] Uh, the fax should be there in the next 5 minutes. It's on its way now.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.