AccountId: 011433970860
ContactId: 3ff310e8-d1b5-4018-afd0-7fb81b2651b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103000 ms
Total Talk Time (AGENT): 64752 ms
Total Talk Time (CUSTOMER): 30450 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/3ff310e8-d1b5-4018-afd0-7fb81b2651b0_20250107T21:40_UTC.wav
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[AGENT][NEUTRAL] contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], I'm just checking benefits for a patient please.
[AGENT][NEUTRAL] I can help with benefits, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number today?
[CUSTOMER][NEUTRAL] 604-636
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. If I could have a callback number, please, in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] OK, thank you very much. It looks like um
[AGENT][NEUTRAL] The policy went into effect on
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] On [PII], it is active. These policies have $1000 for calendar year as the maximum. It's just a verification of the benefits, not a guarantee of payment. Now, you mentioned the benefits. What they do is they, they pay out a flat rate. There's a flat rate benefit uh for each service that's covered. Um, I do have a spreadsheet that I can send to you if you would be interested.
[AGENT][NEUTRAL] But, um, for example, that a periodic or examination is $15 and that's just a verification, not a guarantee of payment. Adult cleaning is uh is $20 yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, um, is there any way you can just send me showing that he is eligible for, uh, benefits?
[AGENT][NEUTRAL] Yes, I can. What's your fax number?
[CUSTOMER][NEUTRAL] [PII] excuse me, [PII].
[AGENT][NEUTRAL] [PII]. OK, I will have that for you in just a moment now. Is there anything else at all that I can send you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] No ma'am, that would be it thank you I appreciate it.
[AGENT][POSITIVE] OK, thanks for contacting ATL. Have a good day.