AccountId: 011433970860
ContactId: a2891790-f252-4d5a-9fe9-55dd3516fe04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81379 ms
Total Talk Time (AGENT): 34158 ms
Total Talk Time (CUSTOMER): 44237 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/a2891790-f252-4d5a-9fe9-55dd3516fe04_20250403T15:52_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, good morning, [PII]. My name is [PII]. I'm calling from a dental provider's office. I was just trying to get some information in regards to eligibility and benefits, um, for a, uh, patient of ours.
[AGENT][NEUTRAL] I can help with eligibility and benefits. Uh, [PII], what's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Um, it looks like I have 01363179.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course it's [PII], no extension.
[AGENT][NEUTRAL] I do appreciate that. Thank you. It looks like they had a policy with us from [PII] until [PII]. Now as of [PII], we are showing that it lapsed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, hon, I do appreciate that information, and there's no uh there's no other plans that are showing up on y'all's end with them with, uh, for them.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, I'm not seeing anything else at all.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much I do appreciate the information.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, there's nothing else I can help with. Thanks for contacting you.