AccountId: 011433970860
ContactId: a47124a2-7073-4aad-81ab-d56120685bbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140089 ms
Total Talk Time (AGENT): 50349 ms
Total Talk Time (CUSTOMER): 62088 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/a47124a2-7073-4aad-81ab-d56120685bbf_20250618T16:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there um I just wanted to confirm active coverage for one of my patients. I was hoping you could help me.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] Thank you. May I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] Lincoln Dental Care.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02510234.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you. OK, you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is a basic dental.
[CUSTOMER][NEUTRAL] Perfect, so am I still looking um to see only cleaning and filling coverage, is that correct?
[AGENT][NEUTRAL] Yes, um, it, it doesn't cover any major service.
[CUSTOMER][NEUTRAL] OK, and then I'm, do I still have a $500 max and a $50 deductible?
[AGENT][NEUTRAL] OK, let me check on that, but I believe so. Um, let's see. Yes, that has not changed.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] Perfect. Alright, and then I still have it just running on a calendar year, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Perfect. OK, that is what I needed to check on with you. Um, I, I guess since I have you as well, the group number has not changed right now. I have 730.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] 70,030.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK perfect yep that is everything that I needed to double check on I really appreciate your help today thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATO. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.