AccountId: 011433970860
ContactId: 89b360c3-7dfb-40d0-b502-06bbf75f0070
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159509 ms
Total Talk Time (AGENT): 87095 ms
Total Talk Time (CUSTOMER): 57997 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/89b360c3-7dfb-40d0-b502-06bbf75f0070_20250417T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to um verify some benefits for a patient please.
[AGENT][POSITIVE] Yeah, I can check those benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, looks like it is 225-066-197.
[AGENT][NEUTRAL] Uh, one moment, please.
[AGENT][NEUTRAL] OK, so that's going to be a bit too long to be one of our policy numbers, [PII].
[AGENT][NEUTRAL] Um, do you maybe have their social? I could search for them that way, or is that what this number is?
[CUSTOMER][NEUTRAL] Um, yeah, um.
[CUSTOMER][NEUTRAL] Yes, that is his social, yes.
[AGENT][POSITIVE] That is his special, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All righty. One moment. And what was, uh, what was the patient's name, please?
[CUSTOMER][NEUTRAL] And patient name is [PII].
[AGENT][NEUTRAL] OK. And then do you have his date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Thank you for verifying that. And was this for um dental or medical?
[CUSTOMER][NEUTRAL] Dental dental, yeah.
[AGENT][NEUTRAL] It is dental, OK.
[AGENT][NEUTRAL] There we are.
[CUSTOMER][NEUTRAL] But I'll
[CUSTOMER][NEUTRAL] I'm sure it's.
[AGENT][POSITIVE] Alright, got it. Um, appreciate you verifying all of that. Uh, whenever you're ready, um, I can go ahead and give you that correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, that is 02564028.
[CUSTOMER][NEUTRAL] Uh, well, please pull up your information.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this policy is active. Effective date was [PII], and if you'd like I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] I don't have to
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. I will go ahead and get this sent to you now. You should get it within about 10 minutes or so. Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, that should do it.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] No