AccountId: 011433970860
ContactId: f5966510-152d-4e65-b79c-8ad3abe63ba1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95680 ms
Total Talk Time (AGENT): 36081 ms
Total Talk Time (CUSTOMER): 52787 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/f5966510-152d-4e65-b79c-8ad3abe63ba1_20250127T14:31_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. This is [PII]. I'm calling from a dental office in [PII]. We have a patient coming in this week and um I just need to verify that she still has the same coverage as when we saw her last November.
[AGENT][NEUTRAL] OK, I can help with benefits. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, I have 254-896-2.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, it's [PII] [PII].
[AGENT][POSITIVE] OK, thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. It looks like your policy went into effect on [PII]. It is active. Now all the benefits would remained exactly the same. So nothing has changed on this policy. Um, is there anything else that I can help with?
[CUSTOMER][NEUTRAL] Do you show uh what she has left of her annual max?
[AGENT][POSITIVE] Well, it would have uh renewed at um the beginning of the year.
[CUSTOMER][NEUTRAL] It's on the calendar here. OK, great. OK, perfect. OK, I'm, I'm gonna assume that she hasn't been seen somewhere else, so.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, it looks like it's all gonna be available.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Thank you so much. I, uh, let me double check here in case I'm missing something. Crowns are covered.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh yep, I think we're good thank you.
[AGENT][POSITIVE] OK, thanks for contacting AP have a good.