AccountId: 011433970860
ContactId: 88a29d2c-f3dc-4ea0-8cc5-87a61d67ca09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143460 ms
Total Talk Time (AGENT): 71466 ms
Total Talk Time (CUSTOMER): 35048 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/88a29d2c-f3dc-4ea0-8cc5-87a61d67ca09_20250218T13:32_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] I was calling to check eligibility on a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Just one, thank you. And what is a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Very nice
[CUSTOMER][NEUTRAL] Yeah, [PII] it's too early.
[CUSTOMER][NEUTRAL] [PII] 0 my that.
[AGENT][POSITIVE] I agree with you.
[AGENT][NEUTRAL] That's quite all right. And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02484217.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, and this is for dental eligibility?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. I can help you with that.
[AGENT][NEUTRAL] Let me get her policy pulled up.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm showing her policy is active. Effective date is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this is a limited dental policy. It does not cover major procedures.
[CUSTOMER][NEUTRAL] Alright, would she be eligible for a periodic and a pro fee?
[AGENT][NEUTRAL] Let's see, let me look at our history real quick.
[AGENT][NEUTRAL] Her last trophy was on [PII], and those were once every six months.
[AGENT][NEUTRAL] And what was the other?
[CUSTOMER][NEUTRAL] A periodic email, yeah, 0120.
[AGENT][NEUTRAL] Periodic
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That was also on [PII] 24, and those are two for 12 month period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that would be all.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Well, it's been a pleasure to assist you with that eligibility [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.