AccountId: 011433970860
ContactId: e688d354-f27f-4757-b957-4cd9c1aaf9f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220789 ms
Total Talk Time (AGENT): 114774 ms
Total Talk Time (CUSTOMER): 69068 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e688d354-f27f-4757-b957-4cd9c1aaf9f1_20250106T17:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a dental office, and I was just calling to get the maximum and deductible for this patient, please.
[AGENT][POSITIVE] It would be my pleasure to assist you. You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you, [PII] and what is a good call back number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII] and the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 1266451.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, but it's [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with the calendar year, Max.
[AGENT][NEUTRAL] Um, and benefits on the policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm showing that [PII]'s policy is active. Effective date is [PII].
[AGENT][POSITIVE] Now I also have a breakdown I can fax to you if needed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, that would be great. Does it have, um, well she has remaining for the year? I know we just started, so I'm sure she has the full amount, but will it show that on there?
[AGENT][POSITIVE] It won't show it on there, but I'll be happy to provide that information for you.
[CUSTOMER][POSITIVE] Yes please thank you.
[AGENT][NEUTRAL] And this will give you the calendar year max deductible frequencies, limitations, billing information.
[AGENT][NEUTRAL] Everything will be listed on there except for the group name and number and.
[AGENT][NEUTRAL] Uh, benefits remaining for the, oh, I can't type [PII]. I'm sorry, um, remaining for the calendar year.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I just remembered I typed it wrong on on another document. Oh, that's gonna be tough.
[CUSTOMER][NEUTRAL] Yeah, you're fine.
[AGENT][NEUTRAL] Do, do you have that um group name and number? Do you need that as well?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] No, I have that. It's the Gibson Energy, right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is that yeah I have that that's fine thank you.
[AGENT][NEUTRAL] Alright, let me see if she's used anything for [PII].
[AGENT][NEUTRAL] 5.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] I know I can't get used to it.
[AGENT][NEUTRAL] That's gonna be tough.
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] As of right now, her deductible has not been met, nor has she used any benefits for [PII].
[CUSTOMER][NEUTRAL] OK, that sounds good. um, do you need my fax number?
[AGENT][POSITIVE] Yeah, I'm getting that ready for you just one quick second if you don't mind.
[CUSTOMER][NEUTRAL] OK, yeah, that's fine.
[AGENT][NEUTRAL] I'm ready for the fax number, [PII].
[CUSTOMER][NEUTRAL] Oh yes ma'am it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just to verify that fax number I send this to [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, [PII], that is on the way for you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that was all. Thank you so much for your help.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.