AccountId: 011433970860
ContactId: 88e4a722-3578-4300-b07f-41e7bcfebe49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121059 ms
Total Talk Time (AGENT): 70389 ms
Total Talk Time (CUSTOMER): 32575 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/88e4a722-3578-4300-b07f-41e7bcfebe49_20250324T13:10_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting A. My name is. How may I help you?
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm trying to verify dental benefits for our patients.
[AGENT][NEUTRAL] I can help with benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't think let me see if I have a policy number. I have his ID number.
[AGENT][NEUTRAL] And what is that, please?
[CUSTOMER][NEUTRAL] It is 02365161.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] Thank you very much. And is there a callback number, [PII], that I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. I do appreciate that. I'm sorry, my computer is just a little slow. I'm waiting for it to pull up. So it looks like um [PII] had a policy with us, um.
[AGENT][NEUTRAL] From [PII].
[AGENT][NEUTRAL] Uh, let's see, what is the last one that we had?
[AGENT][NEUTRAL] Until, yes, until [PII]. Now at that time, the policy lapsed and this is through his employer, so I don't know whether he's just not with that employer anymore, um, whether he just changed his benefits, uh, you know, and went with another with another uh carrier, but, um.
[AGENT][NEUTRAL] It's no longer active, so it's uh it lapsed as of [PII] and I don't show another policy for him.
[CUSTOMER][POSITIVE] OK, alright, um, that is what I needed to know, thanks for your help I appreciate it.
[AGENT][NEUTRAL] OK, if there's nothing else I can help with, thanks for contacting API.