AccountId: 011433970860
ContactId: 4d32d41e-2d09-437e-a7be-51c1dc120f45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 471619 ms
Total Talk Time (AGENT): 99934 ms
Total Talk Time (CUSTOMER): 97978 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/4d32d41e-2d09-437e-a7be-51c1dc120f45_20250220T20:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How about you, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'm fine, thank you for asking. I was calling in regards to a patient's dental benefits and eligibility, please.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility and benefits. And may I have a call back? You're welcome. May I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right. OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It is 024.
[CUSTOMER][NEUTRAL] 609.
[CUSTOMER][NEUTRAL] 82.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's gonna be one minute the system decided not to work right now.
[CUSTOMER][POSITIVE] Oh, no problem.
[CUSTOMER][POSITIVE] Uh, that happens to me quite often, so no worries.
[AGENT][POSITIVE] Thank you for understanding.
[CUSTOMER][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I guess.
[AGENT][NEUTRAL] All right. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, first name is [PII], last name [PII]. Uh, date of birth, [PII].
[AGENT][POSITIVE] Perfect, thank you. And uh you need ability and benefits uh given to you verbally or faxed over to you?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, fax would be fine.
[AGENT][NEUTRAL] OK, and what is the fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII] to your attention.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line right now?
[CUSTOMER][POSITIVE] Mm, oh yeah, that's fine, not a problem.
[AGENT][POSITIVE] OK, thank you. One moment, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. If you don't get it within 15 minutes, just give us a call back and we can resend it, but it should be there by then. Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] Um, yes, I do recall that the, um, the fax doesn't provide me with, um, any, uh, accumulations of the deductible or the benefits. So I was wondering if the patient has met the deductible and how much benefits, uh, she has remaining, uh, he has remaining.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, she has not used her benefits. I check on that before I send it. Uh, she still have the full amount available and she has not met that deductible just yet.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much um I'll definitely put that in the notes but other than that uh that should be all for today, but I wanna thank you so much for all your help. I really do appreciate everything.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APL. Have a good afternoon and rest of the week.
[CUSTOMER][POSITIVE] You as well thank you so much. You too, thank you so much bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.