AccountId: 011433970860
ContactId: 038902d5-fb3f-4784-99d0-ef2ad6f6dd16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112739 ms
Total Talk Time (AGENT): 65917 ms
Total Talk Time (CUSTOMER): 39200 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/038902d5-fb3f-4784-99d0-ef2ad6f6dd16_20250317T14:46_UTC.wav
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[AGENT][NEUTRAL] Contacting UPL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Market Dental Care regarding a patient.
[AGENT][POSITIVE] OK, all right, I can certainly help with a uh patient. What is that policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be 025769008.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely it's gonna be [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you.
[AGENT][NEUTRAL] Well, it looks like they have a policy with us as of [PII]. It is active. Um, now these policies have $500 per calendar year as the maximum. That is really just a verification of the benefits, not a guarantee of payment, and the policy covers basic, basic restorative and preventative services only. Is there anything in particular that I could tell you about this policy, or?
[CUSTOMER][NEUTRAL] I was wondering if you would be able to send me a full benefit breakdown through fax.
[AGENT][NEUTRAL] Yes, I certainly can. What is your fax number?
[CUSTOMER][NEUTRAL] Alright, it's gonna be [PII].
[AGENT][NEUTRAL] I'll go ahead and send that to you now. Now, is there, I, I don't anticipate anything wrong with the, with the fax going through, but if there is, is there a number that I can contact you? Or is it going to be your callback number in case I need to get in touch with you?
[CUSTOMER][NEUTRAL] It would be the same callback number.
[AGENT][NEUTRAL] Great. OK. So I'm gonna go ahead and send this to you. Now, before I send it off, is there anything else at all that I can tell you about the policy?
[CUSTOMER][POSITIVE] No, my love, that's it thank you so much.
[AGENT][POSITIVE] OK, well, thank you for contacting ATL. You have a very good day. I'll have this for you in just a moment.