AccountId: 011433970860
ContactId: 996ff9f4-27fa-4000-aa10-761253200b47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181080 ms
Total Talk Time (AGENT): 68672 ms
Total Talk Time (CUSTOMER): 43237 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/996ff9f4-27fa-4000-aa10-761253200b47_20250512T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to verify a member's eligibility and benefits.
[AGENT][POSITIVE] Alright, I'm happy to check on the eligibility and benefits. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 606-569.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And just to confirm, are you looking for dental or medical coverage?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] The member does have an active plan. Effective date on this is [PII].
[CUSTOMER][NEUTRAL] Alright, uh, the $50 individual deductible, has that been met?
[AGENT][NEUTRAL] Uh, let me check and see what the numbers. One moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] Uh, looks like they still have the deductible and full calendar year amount remaining. Nothing's been met.
[CUSTOMER][NEUTRAL] Nothing's been met off of the $1000 calendar you.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what is the fee schedule? No fee schedule?
[AGENT][NEUTRAL] Let me pull up the member's plan here. Give me just a second.
[AGENT][NEUTRAL] I do believe this one pays by fee schedule. I can send you a fax back with that if you need it.
[CUSTOMER][NEUTRAL] Yeah, that would be fine.
[AGENT][NEUTRAL] Yeah, this one does pay by fee schedule. What's a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Should we mark attention to anybody?
[CUSTOMER][NEUTRAL] Uh, no, you don't have to.
[AGENT][NEUTRAL] OK. Uh, give me about 5 minutes and that should be on your desk. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] Can I get your name?
[AGENT][NEUTRAL] My name is [PII], that is spelled [PII] then [PII] my [PII].
[CUSTOMER][NEUTRAL] And our reference number.
[AGENT][NEUTRAL] Uh, that's my name with today's date.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, it's a [PII]'s my [PII] like [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] Bye bye.