AccountId: 011433970860
ContactId: 2473a8cf-cbf6-48e3-a9f7-bea39a0fc71c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129190 ms
Total Talk Time (AGENT): 54146 ms
Total Talk Time (CUSTOMER): 55048 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/2473a8cf-cbf6-48e3-a9f7-bea39a0fc71c_20250324T20:50_UTC.wav
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[CUSTOMER][NEUTRAL] It was like a bean bag, yeah.
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I was just calling for a patient of ours to get a benefit, um, and eligibility breakdown.
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax that to you. First, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII]. Our office callback number is [PII]. I'm calling from Ryder Dental.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes ma'am, 02574685.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Date of birth uh name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active, and for the breakdown of benefits, what's your fax number, please?
[CUSTOMER][NEUTRAL] Yes ma'am it's [PII].
[AGENT][NEUTRAL] OK, so that's attention [PII] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am that's all.
[AGENT][POSITIVE] OK, I thank you again, Destiny, for calling APL. I'm sorry.
[CUSTOMER][NEUTRAL] Oh wait
[CUSTOMER][NEUTRAL] No, I'm sorry, I was actually just thinking of something, um, would you be able to give me the payer ID while I have you on the phone?
[AGENT][NEUTRAL] Yes, ma'am. Our payer ID is 60801.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thank you, Destiny, for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.