AccountId: 011433970860
ContactId: 0c806c8f-6ed0-4105-8f0a-826aa58adf6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271250 ms
Total Talk Time (AGENT): 124872 ms
Total Talk Time (CUSTOMER): 78965 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/0c806c8f-6ed0-4105-8f0a-826aa58adf6e_20250610T15:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, good morning. I'm calling for dental benefits for two of my patients.
[AGENT][POSITIVE] Sure, I can assist you with benefits. And may I have your name?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, callback number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] Yes, the name is Jordan Dental.
[AGENT][NEUTRAL] More than.
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number that I have for her is going to be 2129267.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, the name of the patient is gonna be um.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And you need the benefit information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Um, verbally is fine.
[AGENT][NEUTRAL] OK. Do you have like a specific code or you just need a full breakdown altogether?
[CUSTOMER][NEUTRAL] We have time.
[CUSTOMER][NEUTRAL] No, I already have a full breakdown. I just wanna know if she's active, her last date of service and the remaining max for this year.
[AGENT][NEUTRAL] Got you. OK. All right. So we have, let's see, effective date of [PII]. She is active at the moment. And let me see how much she has remaining. One moment.
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a verification of coverage.
[AGENT][NEUTRAL] And let's see, she has not used her benefits for [PII] as of today, so she still have the $1500 available with the $50 deductible.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you need history go.
[CUSTOMER][NEUTRAL] The last year of service.
[CUSTOMER][NEUTRAL] Just just the last date of service.
[AGENT][NEUTRAL] I'm sorry, you said the last date of service?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it looks like the last date of service I got on their history is [PII].
[CUSTOMER][NEUTRAL] And active yes remaining of the of the 10 deductible and no that's seat of service.
[AGENT][NEUTRAL] OK, I can hardly hear you. You, you're that far away from the phone.
[CUSTOMER][NEUTRAL] Oh, it was talking to myself. I was talking to myself. I'm sorry, uh, what was your name?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, so can I please have a reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state.
[CUSTOMER][NEUTRAL] Is there a way that you can help me with the same information for the daughter now she's got an appointment with us as well.
[AGENT][NEUTRAL] Um, what is the name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] OK perfect thank you. All right.
[AGENT][NEUTRAL] Uh, everything else is the same. She has not used her benefits. The maximum is the same, deductible is the same. Effective date is the same, still active. Um, for the history, let me get that for you.
[AGENT][NEUTRAL] Um, it's gonna be the same day, the last day of service.
[CUSTOMER][POSITIVE] Awesome, so thank you so much for your help and your time I appreciate it.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] Uh, no, that was it, thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] You do too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.