AccountId: 011433970860
ContactId: f7803a88-8139-4d97-a771-227d733d4706
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159509 ms
Total Talk Time (AGENT): 65910 ms
Total Talk Time (CUSTOMER): 46061 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f7803a88-8139-4d97-a771-227d733d4706_20250131T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Charleston Smiles, and I was wondering if you could help me check dental eligibility for one of my patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII], no extension.
[AGENT][NEUTRAL] Thank you. What's the patient's name?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII], and then date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, the one I have on file is 02340041.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] Oh, and then, uh, did you know what's the maximum for the year and has she used any of them?
[AGENT][NEUTRAL] Uh, let me check to see if she's used anything.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh,
[AGENT][NEGATIVE] OK, and this is just to verify her coverage. It's not a guarantee of payment. She's used $167. 0 wait, wait, wait, wait, I got the wrong year.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Goodness gracious, we changed years.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] She has her deductible left of $50 and she has her full maximum of $500 left.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. Would I just be able to get a reference number for this call, please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII]
[AGENT][NEUTRAL] And date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you for your help, [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you as well bye.
[AGENT][NEUTRAL] Bye bye.