AccountId: 011433970860
ContactId: 2e01ce69-3cf4-4145-abf3-e44095ed001a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90879 ms
Total Talk Time (AGENT): 44628 ms
Total Talk Time (CUSTOMER): 35259 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/2e01ce69-3cf4-4145-abf3-e44095ed001a_20250313T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from a dental provider's office to check eligibility for a patient.
[AGENT][POSITIVE] I'm sure [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Alright, it is 00615825.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, patient's name is [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. And for a list of benefits and the fee schedule, I can fax that over to you.
[CUSTOMER][NEUTRAL] Morning
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, that's OK. I just wanted to make sure it was still an active plan.
[AGENT][NEUTRAL] Yes, ma'am, it's active for [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your, yes ma'am, thank you so much for your help.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that will be all.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling ATL. You have a great day. Bye.
[CUSTOMER][POSITIVE] You too. Uh-huh. Thank you. Bye-bye.
[AGENT][POSITIVE] Thanks.