AccountId: 011433970860
ContactId: 5c0a1b7d-1a4a-40b6-bdc7-02e123180227
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95970 ms
Total Talk Time (AGENT): 48250 ms
Total Talk Time (CUSTOMER): 43641 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/5c0a1b7d-1a4a-40b6-bdc7-02e123180227_20250115T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Doctor [PII]'s office. How are you today?
[AGENT][POSITIVE] I'm doing well, [PII] how are you?
[CUSTOMER][POSITIVE] Good thank you. Looking to see if patient has coverage for dental.
[AGENT][NEUTRAL] OK, I could see if they've got a dental policy. Let's see, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Uh, do you have a policy number?
[CUSTOMER][NEUTRAL] I do have a policy number whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It's uh 02580156.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Uh, what was the name and date of birth insured?
[CUSTOMER][NEUTRAL] It looks like [PII] birthday [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. uh, so this is their secondary medical plan does not offer any dental coverage. Let me see if he's got any other policies with us.
[AGENT][NEUTRAL] OK, he does not, this is the only policy he has with us um if he's got dental, I would ask, uh, he would probably have to reach out to his employer to see who that would be through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem, thanks so much for your time appreciate it.
[AGENT][POSITIVE] Yeah, of course. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No thanks again have a great one take care.
[AGENT][POSITIVE] Alright, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] OK.