AccountId: 011433970860
ContactId: 1b3ab02d-90fb-4211-bac8-69458477b822
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143240 ms
Total Talk Time (AGENT): 64942 ms
Total Talk Time (CUSTOMER): 54176 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/1b3ab02d-90fb-4211-bac8-69458477b822_20250327T15:21_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Pure Dentistry. I just wanted to check if this patient was still eligible for coverage and if I could request a fax.
[AGENT][POSITIVE] Yes, I certainly can, and I'm sorry, I didn't catch your name. Forgive me, I'm sorry.
[CUSTOMER][NEUTRAL] No problem my name is [PII].
[AGENT][NEUTRAL] OK, great. Thank you. What is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02502877.
[AGENT][POSITIVE] Thank you very much. I can certainly help. And the insured's name and date of birth, please?
[CUSTOMER][POSITIVE] No problem thank you.
[CUSTOMER][NEUTRAL] It is, um, last name is [PII]. First name is um [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] I appreciate that the policy went into effect on [PII]. It is active. Um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Now, what, what else are we looking for for this individual again where
[CUSTOMER][NEUTRAL] I just um just wanted to make sure that he was still um active and if I could just get a fax back of eligibility and of course um if there's any benefits um showing used on file or anything like that.
[AGENT][NEUTRAL] Yes, um, let's just see here. I can certainly give you a fax back. I'm gonna check his benefits and see what he has used for the current year.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] OK so
[AGENT][NEUTRAL] OK, for the current year, he has not used any of his benefits uh whatsoever, um.
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] What is that fax back number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] 655. OK, I'll have this for you in just a moment. Um, if you have any questions once you get it, just let us know. Um, is there anything else at all, sir, then let me help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure will.
[AGENT][NEUTRAL] Anything else at all?
[CUSTOMER][POSITIVE] Uh, no, if I could just get a reference number, that would be great.
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as a reference.
[CUSTOMER][POSITIVE] Thank you so much you have a great day stay safe.
[AGENT][POSITIVE] Mm thanks for contacting us.