AccountId: 011433970860
ContactId: 9a5e7a3f-ad69-4b93-81aa-c85e3a89c3f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165059 ms
Total Talk Time (AGENT): 78998 ms
Total Talk Time (CUSTOMER): 28110 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/9a5e7a3f-ad69-4b93-81aa-c85e3a89c3f1_20250312T14:30_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I'm just calling to see if someone's still active even if they've used any of their Macs.
[AGENT][NEUTRAL] OK, so you're wanting to verify eligibility and also see about any accumulation?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] Um, 02013453.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and [PII], any information that is provided would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he is a subscriber on this dental policy and it is active with an effective date of [PII] and you're just again wanting to know if there's been any benefits used for this calendar year, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so as of now, no, ma'am, he has not.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Well you are certainly very welcome and should you all end up filing a claim with us [PII], once we have processed the claim, we do have a portal that's a self registering portal that you should be able to check claim status in and the portal website is located at secured.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, well, you're certainly welcome. So again, anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well, thank you again for calling APL and I hope you have a great day.