AccountId: 011433970860
ContactId: 30b23d2b-335b-4643-8c75-0037b48f6896
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163449 ms
Total Talk Time (AGENT): 77091 ms
Total Talk Time (CUSTOMER): 49541 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/30b23d2b-335b-4643-8c75-0037b48f6896_20250327T15:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello um this is.
[CUSTOMER][NEUTRAL] With the dental, I'm just calling on behalf of a patient to see if um they have any dental coverage.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. And your name again, please?
[CUSTOMER][NEUTRAL] Um name is [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah it's um.
[CUSTOMER][NEUTRAL] The MPI.
[AGENT][NEUTRAL] Um, I need the patient's policy number or member ID.
[CUSTOMER][NEUTRAL] Oh, OK, it's 02488477.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, it's [PII] and then last name is [PII]
[AGENT][NEUTRAL] Thank you. Now I need the date of birth. Please verify that.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, and just submit advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII], and the policy is still active. And for a list of benefits and the breakdown, I can fax that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that works.
[AGENT][NEUTRAL] OK. And the the fax number, please?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK, so that's a 10.
[CUSTOMER][NEUTRAL] And are we a network?
[AGENT][NEUTRAL] Well, actually, there is no network. Um, we go by the Carrington network.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but, um, it's not required, it's not required, but, um, there is no network. We use the usual and customers customary fee schedule.
[CUSTOMER][NEUTRAL] Carrington.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you should receive that fax in about 10 minutes. Let me verify the fax number. Um [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK. Yes, ma'am. You should receive it in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling APL. Have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.