AccountId: 011433970860
ContactId: 8de6202e-9328-4a62-b80e-ba733df069c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165940 ms
Total Talk Time (AGENT): 53921 ms
Total Talk Time (CUSTOMER): 54793 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/8de6202e-9328-4a62-b80e-ba733df069c1_20250324T16:07_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Sorry, who am I speaking to?
[AGENT][NEUTRAL] My name is [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] I'm, I'm sorry, your phone is kind of breaking up, so what's the first name again?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII], OK, got it. OK, thank you so much, Ms. [PII]. I'm calling from a dental office. I need to see, um, on a dental, one of our uh patients, how much of their benefits they've used for this year.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII]
[CUSTOMER][NEUTRAL] And the number is area code [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. 00617270.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. And let's see what's remaining for this year.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I'm showing that he has met the $50 deductible and so far only used $115.
[CUSTOMER][NEUTRAL] 115 is what he used, OK, but he's met his deductible. OK, great. Has he had any preventative services done this year?
[AGENT][NEUTRAL] Yeah, that's West Bengals.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, no, I'm not showing any preventative services so far this year.
[CUSTOMER][POSITIVE] OK. Great [PII] thank you so much for your help, OK?
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] OK, I thank you again, [PII] for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you ma'am bye.