AccountId: 011433970860
ContactId: d38fd6de-ca22-45fd-95db-7a76909c1832
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140190 ms
Total Talk Time (AGENT): 44229 ms
Total Talk Time (CUSTOMER): 38680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d38fd6de-ca22-45fd-95db-7a76909c1832_20250422T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from a dental office, and I was just trying to check on the maximum deductible to see if this patient is eligible for an FMX, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with those benefits. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's policy number?
[CUSTOMER][NEUTRAL] It is 1266451.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, we need a deductible and Max and FMX, is that right?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, looks like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, for [PII], he has $138,360 left of his $1500 maximum.
[AGENT][NEUTRAL] And like he, let's see, he's met his deductible.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] FMX, is that 00330?
[CUSTOMER][NEUTRAL] Um, that's panel, but they actually, I think they share frequency, but the other one's D0210.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Looks like [PII] had that done on 220-2023.
[CUSTOMER][NEUTRAL] OK, and what is the the frequency limitation for that?
[AGENT][NEUTRAL] That's 5 years.
[CUSTOMER][POSITIVE] Whenever OK perfect thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.