AccountId: 011433970860
ContactId: d030a79e-1326-4732-abb5-6f721dd49645
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112080 ms
Total Talk Time (AGENT): 45698 ms
Total Talk Time (CUSTOMER): 41338 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/d030a79e-1326-4732-abb5-6f721dd49645_20250520T15:46_UTC.wav
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[AGENT][NEUTRAL] Evening, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was calling to verify patient eligibility.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm. My name is [PII] spelled as [PII] and our callback number is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Shreveport Dental Solutions.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] That would be 609173.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And you said you need eligibility. Um, we have an effective date of [PII]. It is active at the moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm and may I know how much is left from his annual maximum?
[AGENT][POSITIVE] Oh sure, let me get that for you.
[AGENT][NEUTRAL] OK, for [PII], uh, he has not used his benefits for [PII] as of today, so he still have the full amount available.
[CUSTOMER][POSITIVE] OK, got it. Alright, that would be all thank you so much for verifying you have a great day.
[AGENT][POSITIVE] You're welcome. You as well, Mr. [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Mhm. Take care. Bye-bye.
[AGENT][NEUTRAL] Hey