AccountId: 011433970860
ContactId: 72b57042-a5c8-4f63-a1da-1136f62ca0f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130940 ms
Total Talk Time (AGENT): 57560 ms
Total Talk Time (CUSTOMER): 42200 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/72b57042-a5c8-4f63-a1da-1136f62ca0f4_20250617T20:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, good afternoon. I was calling to, uh, verify a patient's policy was still active, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. My name is [PII].
[AGENT][NEUTRAL] Let see. And may I have a callback number just in case we get disconnect, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Rebel Family Dentistry.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 613-155.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you. OK. And you say you need eligibility. We have an effective date of [PII]. It is active at the moment.
[CUSTOMER][NEUTRAL] Yes ma'am, and does she have, um, uh, maximum, or how much does she have remaining for this year?
[AGENT][NEUTRAL] OK, let me check on that, one moment.
[AGENT][NEUTRAL] OK, it looks like you still have the full amount available. There is a calendar year maximum of $1000 with the $50 deductible, and this is not a guarantee of payment, just a verification of coverage.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Great, thank you very much. I do appreciate your help.
[AGENT][POSITIVE] You're welcome. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that is it. Thank you very much.
[AGENT][POSITIVE] Mhm. You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.