AccountId: 011433970860
ContactId: cabc65c8-8bac-46cc-b121-a9aaa629bf6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128979 ms
Total Talk Time (AGENT): 61105 ms
Total Talk Time (CUSTOMER): 44841 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/cabc65c8-8bac-46cc-b121-a9aaa629bf6f_20250116T17:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling to verify um eligibility for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It is 024.
[CUSTOMER][NEUTRAL] 50658.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, and this is for dental eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I can help you with that. I am showing that [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and the group number is still 70044?
[AGENT][NEUTRAL] It is, and he has no history.
[CUSTOMER][NEUTRAL] And the max, alright, and the max is 500.
[AGENT][NEGATIVE] Oh, he does have history. I'm sorry. It is no benefits, yeah, no benefits used for this calendar year.
[CUSTOMER][NEUTRAL] Oh, he does have.
[CUSTOMER][NEUTRAL] OK, and what um history does he have?
[AGENT][NEUTRAL] On [PII] 24, he had the 002 10 and the 00150.
[CUSTOMER][MIXED] OK, but he did not have any other than the 0.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 220, you said?
[AGENT][NEUTRAL] 002 10 and 00150, the oral evaluation and X-rays.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And the X-rays, so we did have the X-rays, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, that's what I need to know. Thank you so much for your help.
[AGENT][POSITIVE] It's been my pleasure to assist you with that eligibility, [PII]. Thank you for calling APL and have a great afternoon.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.