AccountId: 011433970860
ContactId: d191f479-b12e-413e-a26e-2324741de69f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191139 ms
Total Talk Time (AGENT): 71329 ms
Total Talk Time (CUSTOMER): 46522 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/d191f479-b12e-413e-a26e-2324741de69f_20250306T15:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning sir. My name is [PII]. I, um, was trying to get some.
[CUSTOMER][NEUTRAL] Questions eligibility questions for a patient?
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. What's their policy number?
[CUSTOMER][NEUTRAL] Policy number is 02129255.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, date of birth is [PII]. 1st name is [PII] Last name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much. So we're looking for dental coverage or medical coverage?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, so patient does have an active plan with us. The effective date is [PII].
[AGENT][POSITIVE] And we can send you a fax back with a breakdown also of the benefits. I can also, of course, verbally give you whatever you need.
[CUSTOMER][NEUTRAL] Um, I just need to know this has she met her deductible yet.
[AGENT][NEUTRAL] Oh let me check and see if it's been used one second.
[AGENT][NEUTRAL] Looks like she has her $50 deductible remaining and the full yearly amount of $1500 left.
[CUSTOMER][NEUTRAL] You said the uh the deductible she hasn't met yet?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, um, is she eligible to have a plan?
[AGENT][NEUTRAL] Let me see if there's any.
[CUSTOMER][NEUTRAL] Uh, or FMX.
[AGENT][NEUTRAL] History on file here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So looks like the last date of service I see for that is on [PII].
[CUSTOMER][NEUTRAL] OK, uh, what about a bite wing bite wing exam?
[AGENT][NEUTRAL] Um, last bite wings, let's see.
[AGENT][NEUTRAL] Last bite wings I see were on [PII].
[CUSTOMER][NEUTRAL] OK and um.
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Have a good rest of your day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Mm bye bye.