AccountId: 011433970860
ContactId: 156a93fa-8020-4b0b-b574-5af376e1cb0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121419 ms
Total Talk Time (AGENT): 62079 ms
Total Talk Time (CUSTOMER): 37562 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/156a93fa-8020-4b0b-b574-5af376e1cb0d_20250304T18:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I had a few questions about a patient's dental plan.
[AGENT][POSITIVE] OK, well, I can definitely help you with the dental plan. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, yes, it's 1246533.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment, let me get the breakdown for you.
[AGENT][NEUTRAL] And what questions did you have in reference to the policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I just need to know if they had any history and if your crowns are paid on pre seat date.
[AGENT][NEUTRAL] Um, either or for the prep receipt date and let me check the history for you.
[AGENT][NEUTRAL] And there's no history on file. We haven't processed any claims for Mr. [PII] yet.
[CUSTOMER][NEUTRAL] OK, and then um what's the group name and number?
[AGENT][NEUTRAL] Um, group number is 15844.
[AGENT][NEUTRAL] Group name is Universal Trucking.
[AGENT][NEUTRAL] Superior bulk.
[CUSTOMER][NEUTRAL] Superior bulk.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK alright great thank you so much.
[AGENT][NEUTRAL] And it may, it may say logistics at the end, it's like L O G I S, so I'm assuming it's logistics.
[CUSTOMER][NEUTRAL] OK, alrighty, and it's a calendar you're playing?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, thanks for calling API have a great day.
[CUSTOMER][NEUTRAL] You too bye bye
[AGENT][POSITIVE] Thank you. Bye-bye, [PII].