AccountId: 011433970860
ContactId: be2b652f-bebb-4748-8568-b80887c62224
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292540 ms
Total Talk Time (AGENT): 72729 ms
Total Talk Time (CUSTOMER): 70371 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/be2b652f-bebb-4748-8568-b80887c62224_20250606T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Sorry, I'm writing your name, [PII]. OK, perfect. My name is [PII] and I'm calling from a dental provider's office and I was just trying to see how much um my patient has used as her annual max, if she's met her deductible and if she has any history on file.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I can help you with benefits, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 02585607
[AGENT][NEUTRAL] Give me just one moment while I look it up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, and I am showing that this policy is active. Give me just a moment while I pull up her history.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing that [PII] has only used $180.80 for um this year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you were wanting to know history.
[CUSTOMER][NEUTRAL] Yes, um, I'm assuming.
[CUSTOMER][NEUTRAL] She hasn't met the deductible. We've only seen her for preventive.
[AGENT][NEUTRAL] OK. Yeah, and I am showing that deductible is $50.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a procedure code and I can tell you if she's had it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I mean, I have a few because she's coming in, um, for like a routine visit.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] The only thing I'm showing that she has had are um intraoral x-rays and a comprehensive oral evaluation. No cleaning or anything has been shown um to date.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEGATIVE] Um, no cleaning.
[CUSTOMER][POSITIVE] All right, perfect. That is all the information that I need. If I could just get.
[CUSTOMER][NEUTRAL] A reference number from you.
[AGENT][NEUTRAL] OK, so we don't have call reference numbers you can use my name and last initial and today's date, so [PII] and today's date.
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] OK, I hope you have a great weekend.
[AGENT][POSITIVE] And thank you for calling APL right.
[CUSTOMER][POSITIVE] Thank you bye bye.