AccountId: 011433970860
ContactId: c4e9e210-15d4-4fe3-9306-794b559be6a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136179 ms
Total Talk Time (AGENT): 46309 ms
Total Talk Time (CUSTOMER): 45149 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/c4e9e210-15d4-4fe3-9306-794b559be6a7_20250527T16:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII]. I'm calling from Falls Dental Associates. I'm trying to verify dental benefits for a patient coming in.
[AGENT][NEUTRAL] OK, I can verify benefits for you and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 00989120.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK, yeah, we
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number, Ms. [PII] in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII]. She is active under the policy, and are you needing a general breakdown of benefits or I can send you a fax back?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, well, I did get a breakdown already for the year, so just wondering if she's used anything out of the 1500 max.
[AGENT][NEUTRAL] Uh let me see.
[CUSTOMER][NEUTRAL] Hi how you doing?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Um, so far shows she's used 4320.
[AGENT][NEUTRAL] And she's met her deductible for the year.
[CUSTOMER][NEUTRAL] She met it OK and then is the group number still 14774?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK awesome that's all I needed thank you so much for your help.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APO Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Hm