AccountId: 011433970860
ContactId: cc5fc503-f3c2-46aa-b1f8-f17286804e62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188399 ms
Total Talk Time (AGENT): 39586 ms
Total Talk Time (CUSTOMER): 77870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/cc5fc503-f3c2-46aa-b1f8-f17286804e62_20250610T15:43_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] and I am just needing to verify eligibility for a patient and see if they've used any of their benefit this year.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] and that's a direct line.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And policy number for that patient?
[CUSTOMER][NEUTRAL] It is 439-772-602.
[AGENT][NEUTRAL] Is that a social?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the patient's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And was this for dental?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Do you have the policy number? I can give it to you.
[CUSTOMER][POSITIVE] Um, if you don't mind, that would be great.
[AGENT][NEUTRAL] And it's 259-697-8.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And did you have her date of birth?
[CUSTOMER][NEUTRAL] I do [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Uh looks like policy is active and effective for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And then has she used any of her maximum?
[AGENT][NEUTRAL] Uh, she's not used anything.
[CUSTOMER][NEUTRAL] OK, so 0 use and just to make sure I understand on her policy, so you guys are paying um UCR on this and then she's paying the difference is that correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] There's no fee schedule? OK, perfect. And then I also have that her, she has a 12 month waiting period for major and that's ending [PII]. Is that correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Perfect, thank you so much. If I can just get a reference number from you, I'll be good to go.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, it's my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I appreciate you. You have a great week.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye bye.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.