AccountId: 011433970860
ContactId: 13b38022-37e4-44cd-a4b0-57ea53665d84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122540 ms
Total Talk Time (AGENT): 47025 ms
Total Talk Time (CUSTOMER): 64795 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/13b38022-37e4-44cd-a4b0-57ea53665d84_20250619T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, ma'am, um, is this the provider line?
[AGENT][NEUTRAL] Yeah, I can check. Do you need to like check eligibility or benefits?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][POSITIVE] Absolutely I can help with that. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, let me grab that for you, and it is going to be, let's see, [PII].
[CUSTOMER][NEUTRAL] OK, 02622566.
[AGENT][NEUTRAL] Thank you. And then for documentation, could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's [PII], no extension.
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII] and then the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then are we looking for medical or dental benefits?
[CUSTOMER][NEUTRAL] It'll be dental.
[AGENT][NEUTRAL] OK, patient is active. Effective date on here is [PII].
[AGENT][POSITIVE] And if you need us to, we can also send a fax back with a breakdown or verbally give you one whatever works best.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do have already have a breakdown. I just want to verify that it's still correct. Um, I have no major coverage on this plan and then preventative at 100 and, I mean, yes, prevent 100% restorative at 80% or basic.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm. Mhm. Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] And then 500 annual max.
[AGENT][NEUTRAL] I'm just verify that, yes, correct.
[CUSTOMER][NEUTRAL] OK. And then, um, let's see. I just want to make sure that was still correct and she was still active, um, and then.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] See, it hasn't been that long. OK, that was all I needed.
[AGENT][POSITIVE] All right. Sounds good. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][NEUTRAL] OK.