AccountId: 011433970860
ContactId: 96aa4894-c2b5-400f-ac0f-31dd2f30a28a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145500 ms
Total Talk Time (AGENT): 65876 ms
Total Talk Time (CUSTOMER): 59502 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/96aa4894-c2b5-400f-ac0f-31dd2f30a28a_20250505T16:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][NEUTRAL] I'm fine, thank you for asking. I was calling in regards to a patient's dental benefits and eligibility, please.
[AGENT][POSITIVE] Yeah, I could check eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course it is 516.
[CUSTOMER][NEUTRAL] 773.
[CUSTOMER][NEUTRAL] 4554.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, it is 024.
[CUSTOMER][NEUTRAL] 60982
[AGENT][NEUTRAL] Got it. And what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] First name [PII]. Last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII]. And if you'd like, I can send you a fax back that has all of the uh covered procedures and benefit information.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][POSITIVE] Alrighty, I will go ahead and get this sent I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Um, just quickly, uh, I was wondering if the patient has met the deductible and if, uh, how much benefit she has remaining.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, let me check that for you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEGATIVE] OK, so none of the benefit, uh, has been used and the deductible has not been met so far this year.
[CUSTOMER][POSITIVE] OK perfect thank you so much for all your help I really appreciate everything.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely, thanks for giving us a call you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You as well thank you so much bye bye.
[AGENT][POSITIVE] Thank you, bye bye.