AccountId: 011433970860
ContactId: 241522cf-25c3-4592-952e-cfc5fd67731f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95190 ms
Total Talk Time (AGENT): 47182 ms
Total Talk Time (CUSTOMER): 36849 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/241522cf-25c3-4592-952e-cfc5fd67731f_20250127T21:26_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from a dental office. I'm just calling to verify benefits for a patient, please.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Actually, I can fax you over um the fee schedule and benefit information.
[CUSTOMER][POSITIVE] Perfect that'll work.
[AGENT][NEUTRAL] OK, and could I first get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, like
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] 01831397
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] That is gonna be uh [PII].
[CUSTOMER][NEUTRAL] Oh, and I'm sorry, date of birth is [PII].
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, actually, I'm showing that the effective date on this policy was [PII] and it expired on [PII] and I don't see any new policies in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's exactly what I needed to know then alright perfect thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. Have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mhm thanks.