AccountId: 011433970860
ContactId: 15ecb324-d367-4904-915b-ae69ff4f8915
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161509 ms
Total Talk Time (AGENT): 69717 ms
Total Talk Time (CUSTOMER): 63154 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/15ecb324-d367-4904-915b-ae69ff4f8915_20250324T13:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATM.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I need to um just try to get um eligibility for a patient.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEGATIVE] I think we were having issues um.
[CUSTOMER][NEUTRAL] Trying to get it.
[CUSTOMER][NEUTRAL] Verified.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much, [PII] and your callback number please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02563133.
[AGENT][POSITIVE] Thank you very much. Uh that is 025631333. Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think it's just [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] There's 2 3s and then uh [PII].
[AGENT][NEUTRAL] OK. And the patient's name.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you very much, [PII], and you're calling to check, do you need benefits as well? I can fax it over to you.
[CUSTOMER][NEUTRAL] Um, sure, is this just a discount plan?
[AGENT][NEUTRAL] Uh, this plan does participate in the guarenting PPO network. Um, this is, um, it does have a low, um, as far as calendar year max. Um, please note verification of benefits provided does not guarantee payment. She has a $500 calendar year max.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, if you wanna fax that over to me.
[AGENT][NEUTRAL] What is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what was the effective date?
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] [PII] and the policy is currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And there is some dental benefits it's not just a um dental discount.
[AGENT][NEUTRAL] The benefits, she has a $500. I'm sorry, go ahead please.
[CUSTOMER][NEUTRAL] Or the
[CUSTOMER][NEUTRAL] Oh go ahead.
[AGENT][NEUTRAL] She does have dental benefits. It covers preventative and basic services only. It does not cover any major services.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, yeah, if you can just fax that over that'd be great.
[AGENT][POSITIVE] I sure can, anything else I can assist you with, please?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Thank you for calling APL have a good Monday thank you bye.
[CUSTOMER][NEUTRAL] You too bye.