AccountId: 011433970860
ContactId: c0fc577a-56dd-4753-b51d-ce03d11c18c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150389 ms
Total Talk Time (AGENT): 52859 ms
Total Talk Time (CUSTOMER): 46848 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/c0fc577a-56dd-4753-b51d-ce03d11c18c5_20250113T13:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hi, this is [PII] at Doctor [PII]'s office, and we're trying to find out how many dental benefits our patient has remaining for this year and if they've met their deductible, please.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 1266451
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for that information, [PII], and you're wanting eligibility and then if the deductible has been satisfied for [PII]?
[CUSTOMER][NEUTRAL] If the deductibles been uh met and if he, uh, what his remaining maximum for the year.
[AGENT][NEUTRAL] OK, so the accumulations as well. One moment.
[AGENT][NEUTRAL] Showing an effective date is [PII] policy is active at this time.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Deductible has not been satisfied, so the 1500 is remaining at this time?
[CUSTOMER][NEUTRAL] OK, and is there any way you could fax me those benefits?
[AGENT][NEUTRAL] And the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I'm showing that it was faxed over on the.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEGATIVE] I don't show we ever got it.
[CUSTOMER][NEUTRAL] Because I'm looking at it.
[AGENT][NEUTRAL] [PII] is the number it was faxed to. I can re-fax it.
[CUSTOMER][NEUTRAL] Yeah, and we
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] Alrighty, anything else I can assist with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.