AccountId: 011433970860
ContactId: 8e1ab680-2f2a-4bbf-ac05-dbbf0bd7c286
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171130 ms
Total Talk Time (AGENT): 73612 ms
Total Talk Time (CUSTOMER): 62868 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/8e1ab680-2f2a-4bbf-ac05-dbbf0bd7c286_20250519T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] He's struggling with this
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII] and I was calling to check eligibility for a patient.
[AGENT][POSITIVE] All right, [PII]. I'm happy to check on eligibility today. What is the policy number?
[CUSTOMER][NEUTRAL] OK, I'm gonna have to go back. I was doing something else. I was on hold. I apologize.
[AGENT][POSITIVE] No, no worries.
[CUSTOMER][NEUTRAL] Let me come up this account, OK.
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's gonna be 02624868.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here one moment.
[AGENT][NEUTRAL] And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah [PII], if I'm pronouncing that right, [PII] the 3rd date of birth would be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much. So the patient is active. Are we looking for dental or medical coverage? Sorry.
[CUSTOMER][NEUTRAL] Yeah, dental, it's for dental.
[AGENT][NEUTRAL] Dental. OK.
[AGENT][NEUTRAL] So patient is active. The effective date on here is gonna be [PII]. And then if you need us to, we can also send a fax back with a breakdown of benefits if needed.
[CUSTOMER][NEUTRAL] Yes, ma'am, fax them when you're ready.
[AGENT][NEUTRAL] All right, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, just to confirm that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. And that'll be on its way, uh, give it about 5 minutes. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, just to be clear, the annual maximum is 500, deductible is 50, and family deductible is 150, and no or lifetime.
[AGENT][POSITIVE] Mhm, that is correct.
[CUSTOMER][NEUTRAL] OK, and that thing this group number 70056?
[AGENT][NEUTRAL] Let me double check that. Yes, 70056.
[CUSTOMER][NEUTRAL] OK, can you spell your first name? May I have a reference number, please?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial and then today's date. My name is [PII], that's spelled [PII] and then my last initial is going to be [PII].
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good day.