AccountId: 011433970860
ContactId: 22d0fb5e-0c09-4e5f-8862-45da9407ce3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86779 ms
Total Talk Time (AGENT): 41621 ms
Total Talk Time (CUSTOMER): 39429 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/22d0fb5e-0c09-4e5f-8862-45da9407ce3a_20250220T21:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling CPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, ma'am. This is [PII] with Arlington Dental, ma'am.
[CUSTOMER][NEUTRAL] Uh, this patient gave us some information over the insurance. They just didn't know what the name of the insurance company was, ma'am, and if they provide dental services.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes ma'am, the policy number that he gave was 02506528.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, sure thing, and the patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth, ma'am is [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, and I'm showing that this is a policy for medical insurance for secondary gap medical insurance. I'm not showing any dental policies on file with this um associated account.
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][POSITIVE] OK, that's OK alright I will communicate that with them now, ma'am, and I appreciate you clarifying that, OK?
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that should be all ma'am.
[AGENT][POSITIVE] I thank you again, [PII], for calling ATL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too man thank you bye bye.
[AGENT][POSITIVE] Thank you.