AccountId: 011433970860
ContactId: 942290d4-f26c-4c7c-8fd0-eb2702747dce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90019 ms
Total Talk Time (AGENT): 46858 ms
Total Talk Time (CUSTOMER): 28379 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/942290d4-f26c-4c7c-8fd0-eb2702747dce_20250311T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Vernon Dental Clinic. Let me see if the patient's still active and if you can see if there's been changes that are planned this year.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 615-834
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] 831 [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was July.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and the policy is still active and I'm showing that um this is the same policy. I'm not showing any changes.
[CUSTOMER][NEUTRAL] OK, and can you tell if she's used anything yet this year?
[AGENT][NEUTRAL] OK. Yes, ma'am. One moment.
[AGENT][NEUTRAL] Um, so far she hasn't used any this year.
[CUSTOMER][POSITIVE] OK, that's what I needed thank you for checking that for me.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, I believe that's all.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you.