AccountId: 011433970860
ContactId: 3f360f1a-f808-477e-9738-c4b1bb1a3510
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89099 ms
Total Talk Time (AGENT): 42319 ms
Total Talk Time (CUSTOMER): 35944 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/3f360f1a-f808-477e-9738-c4b1bb1a3510_20250506T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII], and I work here in the provider's office. I'm just trying to see if we are in network with you guys for dental insurance.
[AGENT][NEUTRAL] OK, I can check that policy dental, uh, network. Uh, [PII], can I get a good callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 025852773.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you for verifying that [PII] and I'm so sorry you did say this was supposed to be for dental, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, the policy you gave me, the policy number, this is a secondary medical plan and he does not have a dental policy with us.
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure he wasn't sure either, so I just always like to call and just say checking on dental, so that is perfectly fine.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course, we do offer dental, so yeah.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, but he just doesn't have dental.
[AGENT][NEGATIVE] Not with us.
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][POSITIVE] All right well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK perfect thank you for your time.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.