AccountId: 011433970860
ContactId: 7a589e19-1022-4e18-ac3d-339852378e84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124510 ms
Total Talk Time (AGENT): 53718 ms
Total Talk Time (CUSTOMER): 44234 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/7a589e19-1022-4e18-ac3d-339852378e84_20250509T21:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling you from Doctor Vu's dental office, and I'm calling to verify patient's eligibility.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] It's [PII], that's spelled [PII]
[AGENT][NEUTRAL] And how do you pronounce it again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], that's pretty. And what's that policy number, please?
[CUSTOMER][NEUTRAL] Yes, that's
[CUSTOMER][NEUTRAL] It has 500 and it's 2482669.
[AGENT][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] OK, OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] with the date of birth [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, the number is [PII].
[AGENT][NEUTRAL] Thank you. Um, showing her effective date is Feb, no, that's different. [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] And then do me a favor, can you provide me what is your max?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] OK, uh, not a guarantee of payment, just a verification of coverage. She has a benefit max up to $500 per calendar year.
[CUSTOMER][NEUTRAL] Calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a deductible under this plan?
[AGENT][NEUTRAL] Uh yes, ma'am. There is a $50 deductible that applies to everything but preventative.
[CUSTOMER][POSITIVE] Perfect perfect and I'm sorry I didn't catch your name. What's your name?
[AGENT][NEUTRAL] It's [PII] last initial [PII]
[CUSTOMER][POSITIVE] [PII], thank you so much for your help and you have a wonderful weekend, OK?
[AGENT][POSITIVE] Oh, you too, and thanks for calling APL.
[CUSTOMER][POSITIVE] Uh huh thank you OK bye.
[AGENT][NEUTRAL] Bye.