AccountId: 011433970860
ContactId: aa65b297-79d8-4c9a-9896-b80c9a709d17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218190 ms
Total Talk Time (AGENT): 69425 ms
Total Talk Time (CUSTOMER): 71523 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/aa65b297-79d8-4c9a-9896-b80c9a709d17_20250611T13:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Yes, I was calling for to get um eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and the policy number please.
[CUSTOMER][NEUTRAL] Yes, it's gonna be 212-926-7.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Are you able to tell me um her remaining balance, her deduct if she has her deductible, and her last date of service please?
[AGENT][NEUTRAL] Is this for dental, correct?
[CUSTOMER][NEUTRAL] Yes, dental.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh, she hasn't used any benefits for this year, nor has she met her deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her last date of service was what they say.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and I'm so sorry, what was your name again?
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] [PII] I love district too. OK, Miss [PII], as well as she has uh a daughter named [PII], is she also active?
[AGENT][NEUTRAL] She is, same effective date of [PII]. She is active and she has not met her benefit nor deductible for the year.
[CUSTOMER][NEUTRAL] OK, and her last day of service did you say?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Would it be the same day, same day as [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK, Ms. [PII], thank you very much. By any chance are you able to fax me this?
[AGENT][NEUTRAL] A fax back? Sure, I can send you a fax back. What's your fax number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, Ms. [PII], that'll be all. May I have the reference number please?
[AGENT][NEUTRAL] You may use my name at today's date.
[CUSTOMER][POSITIVE] OK, thank you very much have a wonderful day.
[AGENT][POSITIVE] You're welcome. You too. Thank you for calling APL bye.