AccountId: 011433970860
ContactId: 27ee6db4-5ab4-40d0-bdf8-5da487aaf1e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149419 ms
Total Talk Time (AGENT): 70245 ms
Total Talk Time (CUSTOMER): 47268 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/27ee6db4-5ab4-40d0-bdf8-5da487aaf1e4_20250609T15:14_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was wanting to um check in eligibility of a patient.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] Uh, this is Mecal Family Medical Office and my name is [PII].
[AGENT][NEUTRAL] And um
[AGENT][NEUTRAL] [PII], thank you. And what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It is 02607410.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Do what now?
[AGENT][NEUTRAL] The patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][POSITIVE] I really appreciate that, [PII]. Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEGATIVE] I'm sorry, you're cutting out.
[AGENT][NEUTRAL] Uh, yes, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it is [PII].
[AGENT][POSITIVE] That's great, thank you. What is, uh, the policy, yes, uh-huh.
[CUSTOMER][NEUTRAL] And we were I was just trying to
[CUSTOMER][NEUTRAL] I was trying to make sure this was medical insurance and not dental.
[AGENT][NEUTRAL] Well, this is dental insurance, um, and it went into effect on [PII]. It is active. Now, as far as medical insurance goes, he does have a hospital indemnity policy. Let me give you the information on that. Um, the policy number for his medical.
[AGENT][NEUTRAL] It's 02
[AGENT][NEUTRAL] 60.
[AGENT][NEUTRAL] 7409.
[AGENT][NEUTRAL] That also went into effect.
[AGENT][NEUTRAL] On [PII], so he has both medical and dental policies.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything at all that I can tell you about this uh hospital indemnity policy besides the eligibility?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I was just trying to make, um, I was just trying to make sure that he just give us the dental card, he did not give us the medical card.
[AGENT][POSITIVE] Oh, OK. OK. Yeah, we should have both, but, but at any rate, uh, yes, he does have medical benefit.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][POSITIVE] OK, well thank you for contacting ATL3.