AccountId: 011433970860
ContactId: f5d75a36-7340-44e7-b9db-993eb8d33785
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160050 ms
Total Talk Time (AGENT): 65369 ms
Total Talk Time (CUSTOMER): 44306 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=3.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/f5d75a36-7340-44e7-b9db-993eb8d33785_20250325T15:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I'm actually calling to confirm if a patient still has active dental coverage.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Um, beautiful smiles DC or I'm sorry, it's dental care dentist. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, that'll be, um, 022.
[CUSTOMER][NEUTRAL] 99383.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's for [PII], [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And you say you need eligibility. Um, we have an effective date of um [PII]. It is active at the moment and this is one of our basic dental policies.
[CUSTOMER][POSITIVE] Perfect. Now I just wanna confirm they still have a $500 max that hasn't been used.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I can check and see if I have used it.
[AGENT][NEUTRAL] Yeah, the maximum hasn't changed, but let me see if he has used anything.
[AGENT][NEUTRAL] Excuse me
[AGENT][NEUTRAL] OK, he has not used his benefits for [PII] as of today.
[CUSTOMER][POSITIVE] Perfect and that's under group number 70,030, right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today? Any other questions?
[CUSTOMER][POSITIVE] Um, no thank you, that'll be all. I appreciate your help.
[AGENT][POSITIVE] Mm. You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.