AccountId: 011433970860
ContactId: fe228616-53ae-46c4-a56f-22ce76a01b5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123779 ms
Total Talk Time (AGENT): 61836 ms
Total Talk Time (CUSTOMER): 42602 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/fe228616-53ae-46c4-a56f-22ce76a01b5a_20250218T14:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] and I'm calling from Village Plaza Dental Designs, and I'm calling to check eligibility on a patient.
[AGENT][POSITIVE] OK, I can assist with eligibility, [PII], thank you. May I have your call back number if we are disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] 01015100.
[AGENT][NEUTRAL] OK, let me just repeat that to you please. I have that as 01015100.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, the name is [PII]. Birthday [PII].
[AGENT][POSITIVE] Thank you very much for the information, [PII], and she shows effective as of [PII] and this policy shows active.
[CUSTOMER][NEUTRAL] OK, so maximum and deductible.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. $1500 is your max, and she has a $50 deductible.
[AGENT][NEUTRAL] I can check to see if anything has been used from that one moment please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That
[AGENT][NEGATIVE] Nothing has been used or met for this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Am I able to get a fax pack of benefit right down?
[AGENT][NEUTRAL] Certainly, may I have your fax number please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me repeat that to confirm. I have that as [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I will get that faxed over to you. Anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, ma'am, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day bye.
[CUSTOMER][NEUTRAL] You too bye bye.