AccountId: 011433970860
ContactId: d2a4fbd1-c0db-42b8-a3fb-06a922fa609d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87440 ms
Total Talk Time (AGENT): 17955 ms
Total Talk Time (CUSTOMER): 39348 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/2025/01/17/d2a4fbd1-c0db-42b8-a3fb-06a922fa609d_20250117T20:45_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there, I am calling from a provider's office. I need to get some eligibility for a patient of mine.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number of the member that your requirement is with?
[CUSTOMER][NEUTRAL] 02569697.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] And you're calling to verify
[AGENT][NEUTRAL] Looking for a dentist
[CUSTOMER][NEUTRAL] Yeah, so I just need to know um.
[CUSTOMER][NEUTRAL] If the $500 that she has of annual max, if anything's been used.
[AGENT][NEGATIVE] It is not utilizing
[AGENT][NEUTRAL] 225
[CUSTOMER][NEUTRAL] OK, and are per your maintenance, the, the 4910, is that a covered benefit under this plan?
[CUSTOMER][POSITIVE] No? OK, perfect. Uh thank you very much for that information. um, you have a great day.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you