AccountId: 011433970860
ContactId: 588919d5-d3f6-4177-90e0-9dd2b2783991
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112800 ms
Total Talk Time (AGENT): 46969 ms
Total Talk Time (CUSTOMER): 55971 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/588919d5-d3f6-4177-90e0-9dd2b2783991_20250310T15:48_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. What was your name again?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. My name is [PII], um, last name [PII] Um, I was calling from a dental provider's office. I'm trying to see if they have benefits on a data service.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with benefits. Um, first, could I get a callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number I have is 02502306.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage, it does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and this policy expired on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, um, [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] So we had it on [PII] and it expired August.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, that's what I need to know. Thank you so much, Ms. [PII].
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mm, thank you.