AccountId: 011433970860
ContactId: 816447c8-e2ee-4dc9-8397-3f14aa13652f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153029 ms
Total Talk Time (AGENT): 65947 ms
Total Talk Time (CUSTOMER): 60871 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/816447c8-e2ee-4dc9-8397-3f14aa13652f_20241230T15:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I am calling from, uh, Crowns now a dental office, and I was trying to get eligibility for a patient, um.
[CUSTOMER][NEUTRAL] I thought I'm gonna just get a fax maybe sent over.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits and I can send over a fax back of all of the benefits. Um, first, let me get your name and I go, well, I got your name. Could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, uh, can I give you the patient's social, or I don't know, I don't see, let me see.
[AGENT][NEUTRAL] Um, on the card, do you see where it says outpatient benefit certificate number? You may see that or?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, let's see here, policy, policy number 02467508.
[AGENT][NEUTRAL] OK, thank you. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, um, it is [PII], and it's [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And yes, ma'am, for a fax back of all the benefits, um, I can fax that over to you. What's your fax number?
[CUSTOMER][NEUTRAL] Um, that is [PII].
[AGENT][NEUTRAL] And so whose attention?
[CUSTOMER][NEUTRAL] Um, you can say [PII], but he comes right here for right next to me.
[AGENT][NEUTRAL] OK, so that's attention, [PII] um [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I just sent it. You should receive it in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, I'm all good thank you so much.
[AGENT][POSITIVE] OK, I thank you again [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][POSITIVE] Mm, thank you.
[CUSTOMER][POSITIVE] Thanks.