AccountId: 011433970860
ContactId: 16dd8ddf-b515-4103-ae1a-313f1365754d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123980 ms
Total Talk Time (AGENT): 49221 ms
Total Talk Time (CUSTOMER): 55449 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/16dd8ddf-b515-4103-ae1a-313f1365754d_20250325T12:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from the provider's office, and my patient just informed me that he has this insurance in addition to his primary dental insurance, and I'm just calling to find out what kind of coverages on this and whether or not you coordinate benefits um with you being um.
[CUSTOMER][NEUTRAL] The secondary policy and uh just see what we can find out.
[AGENT][POSITIVE] OK. Yes, ma'am. I can assist you with benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Um, he did not give me a policy number. He gave me a group number.
[CUSTOMER][NEUTRAL] Which was 251-41 or I can give you his social security number.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can look them up by the social.
[CUSTOMER][NEUTRAL] Do you want me
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I leave you on for now.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you. I believe I found him in our system. Please verify his name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, actually, this is meddling. This is for medical benefits only. Um, dental is not covered under this policy, but this is a policy for secondary gap insurance, but again, it's only for medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] It's only for medical all right well thank you for your help. I appreciate that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that'll be it.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank