AccountId: 011433970860
ContactId: 4edc75c5-cb76-4b2b-9609-24794588343f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171869 ms
Total Talk Time (AGENT): 73899 ms
Total Talk Time (CUSTOMER): 75429 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/4edc75c5-cb76-4b2b-9609-24794588343f_20250203T13:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hi, uh, this is [PII] with Coastal Kids. I'm a dental provider. We were just I was just calling to, um, check for eligibility for a patient of mine.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] Callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, um, let's see, 02579705.
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage, it does not guarantee payment of claims. Um, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, patient's name. Well, I have two. let's see. So one is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the other child is [PII].
[AGENT][NEUTRAL] OK. And their dates of birth?
[CUSTOMER][NEUTRAL] So for [PII], it is [PII]. Uh, [PII] is [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. And for a fee schedule and all of their benefits, I can fax that over to you.
[CUSTOMER][NEUTRAL] Um, sure.
[AGENT][NEUTRAL] OK, and your fax number?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let me find it. I don't know it by heart. I'm just trying to.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII], [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and it'll, uh the fax will have [PII]'s name on it, but the benefits are for both of them.
[CUSTOMER][NEUTRAL] OK, but they're both um still active, correct?
[AGENT][NEUTRAL] Yes, ma'am. The effective date on the policy was [PII], and the policies are active.
[CUSTOMER][POSITIVE] Perfect. And then what would be your name again?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That 01 more thing, do we have a group number on there?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, ma'am. The group number is, let's see.
[AGENT][NEUTRAL] The group number is 22552.
[CUSTOMER][POSITIVE] Perfect thank you so much that was all I needed.
[AGENT][POSITIVE] OK. Well, I thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Mhm thanks.