AccountId: 011433970860
ContactId: 50be0681-f1d2-490a-8145-b727247308fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98139 ms
Total Talk Time (AGENT): 46512 ms
Total Talk Time (CUSTOMER): 35675 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/50be0681-f1d2-490a-8145-b727247308fa_20250306T18:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, this is [PII] from Coinstant. I'm just verifying eligibility for a number please.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And I'm sorry, what's the name of the dental office?
[CUSTOMER][NEUTRAL] Coins Gentle Dental.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02016482.
[AGENT][POSITIVE] OK, thank you. One information.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, and if you need eligibility, we have an effective date of [PII]. It is active at the moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, it's still $50 deductible and max $1500?
[AGENT][NEUTRAL] That is correct and that's not a guarantee of payment, just a verification of coverage.
[CUSTOMER][NEUTRAL] sure
[CUSTOMER][POSITIVE] Great thank you so much you have a great day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling ATL. Goodbye, Miss.
[CUSTOMER][NEUTRAL] Bye bye.