AccountId: 011433970860
ContactId: 0daaea92-c355-4e13-afc0-3033f13ec5d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111230 ms
Total Talk Time (AGENT): 47861 ms
Total Talk Time (CUSTOMER): 38189 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/0daaea92-c355-4e13-afc0-3033f13ec5d3_20250327T19:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm with Dental Care Associates. I need to get, um, make sure our patient's still active on a plan and get some history, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're just disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure, policy number is if my computer will come on. OK, it's 604134.
[AGENT][NEUTRAL] OK, thanks again and um please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And what's your question?
[CUSTOMER][NEUTRAL] Um, has she had any history since, um, [PII]?
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Um no, ma'am. I'm actually showing that's her last claim on file. It was for [PII].
[CUSTOMER][POSITIVE] OK perfect that's what I needed I appreciate your help.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling ATL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.