AccountId: 011433970860
ContactId: 3194dd96-fe95-48a8-adda-7918ba9ea63f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231960 ms
Total Talk Time (AGENT): 116472 ms
Total Talk Time (CUSTOMER): 95211 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/3194dd96-fe95-48a8-adda-7918ba9ea63f_20250319T13:34_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from the office of Doctor [PII]. I just needed a breakdown of dental benefits on my patient and to make sure all the siblings are on the policy, please.
[AGENT][NEUTRAL] I can certainly help with that. And [PII], what's the policy number, please?
[CUSTOMER][NEUTRAL] 278-084-269.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Uh, is this the social security number perhaps or?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] I'm not sure that's just what they have entered in the ID part. I have a group number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, thank you. And the
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient's name, please, and date of birth?
[AGENT][NEUTRAL] Or the the uh subscriber's name.
[CUSTOMER][NEUTRAL] Um, one
[CUSTOMER][NEUTRAL] OK, subscriber is [PII] and date of birth [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you. Maybe I can get it that way.
[AGENT][NEUTRAL] OK, so it looks like the policy number.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's 248.
[CUSTOMER][NEUTRAL] I'm sorry, what what's the policy number?
[AGENT][NEUTRAL] Uh yeah, it's 02.
[AGENT][NEUTRAL] 48
[AGENT][NEUTRAL] 2844.
[AGENT][NEUTRAL] And while I'm looking at the, the uh rest of the policy, if I could just have a callback number please, in the event that we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Now, the policy has um
[AGENT][NEUTRAL] $1500 for calendar year is the maximum. That's just a verification of the benefits, not a guarantee of payment. Uh, it covers basic, basic restorative and preventative services right now. Uh, now there is a 12 month waiting period for major services and that we met on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have a, uh, I do, this is a family plan, so uh I have um a fax back that I can send to you, or is there anything in particular that I can tell you about this dental policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'd love a fax back. Can I just make sure all the kids are on the policy?
[AGENT][NEUTRAL] Sure, if you don't mind giving me their names and dates of birth, then we can verify them.
[CUSTOMER][NEUTRAL] Yeah, so I have [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] 72921 [PII] 1026 17.
[AGENT][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Yes, they're all active.
[CUSTOMER][NEUTRAL] OK, is [PII], date of birth [PII] on the policy?
[AGENT][NEGATIVE] Uh no.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright, I'm gonna take her off. Alright, perfect. And then, yes, I would love a fax back. I can give you our fax number whenever you're ready.
[AGENT][NEUTRAL] Uh, yes, um, [PII], what is that fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, let me go ahead and send this to you. Um, it will have all the information on it that, uh, everything that is covered. Uh you'll, as I mentioned before, you'll notice that there is a 12 month waiting period for the major services, but everything else is available. So you should be getting that just any time. I'm sending that to you now. Is there anything else that I can help with?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] No, that was all thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for contacting you have a good.
[CUSTOMER][NEUTRAL] OK