AccountId: 011433970860
ContactId: f5919298-17ae-420a-a318-7fa31a204157
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128580 ms
Total Talk Time (AGENT): 47066 ms
Total Talk Time (CUSTOMER): 27983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/f5919298-17ae-420a-a318-7fa31a204157_20250310T12:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from provider's office.
[CUSTOMER][NEUTRAL] Just wanna make sure your patient's active for dental benefits.
[AGENT][NEUTRAL] For dental benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, it is 613-281.
[AGENT][NEUTRAL] 613-281.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment, let me pull up the the information and I'll be able to assist.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], I think that's how you say his last name. His date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thanks for that information, [PII], you're just wanting the effective date and if policy is active?
[CUSTOMER][POSITIVE] That is correct and his maximum.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Effective is [PII], the policy is active at this time.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I am showing a calendar year max of $1000 per covered person.
[AGENT][NEUTRAL] And I'll check to see if any of that has been used.
[CUSTOMER][POSITIVE] Perfect. All right.
[AGENT][NEUTRAL] Uh, no claims for this year.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] All right, anything else I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.