AccountId: 011433970860
ContactId: a75f3e25-15e6-40db-9915-49ec02782797
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138250 ms
Total Talk Time (AGENT): 58638 ms
Total Talk Time (CUSTOMER): 73189 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/a75f3e25-15e6-40db-9915-49ec02782797_20250502T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from DDS denture and Implant Solutions. I have a complete breakdown, but I just need to make sure this patient is still on this plan and if the breakdown is still the same.
[AGENT][NEUTRAL] Absolutely, [PII]. What is the policy number we have?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's 01807480.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. And then let me verify, please, uh, patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] All right. Patient is still active. The effective date still being [PII].
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And looks like numbers.
[CUSTOMER][NEUTRAL] And is the maximum still 1500?
[AGENT][NEUTRAL] Yeah, it's still $1500.50 dollars deductible.
[CUSTOMER][NEUTRAL] And has he met any of that at all?
[AGENT][NEUTRAL] Let's see here, one moment.
[AGENT][NEUTRAL] Alright, so it looks like the patient does have the full $1500 remaining and the deductible of $50.
[CUSTOMER][POSITIVE] You are awesome. Is there any way, and if you can, I understand, but could you fax that to me?
[CUSTOMER][NEUTRAL] So I just have an updated fax if if you're not able to, that's OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] I can send you a new another fax back. I don't have a way to send the used and allotted amount left over.
[CUSTOMER][POSITIVE] Oh no, no, no, just a fax back, yeah, that's all I need is fax back just showing that I've talked to you. I I wrote your name down, but just a fax back that'd be great, yes ma'am.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, yeah.
[AGENT][POSITIVE] Yeah, what's a good facts?
[CUSTOMER][NEUTRAL] So you do your shopping
[CUSTOMER][NEUTRAL] Alrighty, it's 972.
[CUSTOMER][NEUTRAL] Um, I'm so sorry, [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, just to confirm 972.
[CUSTOMER][NEUTRAL] It's the craziest number.
[AGENT][NEUTRAL] 677-7788, yes?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes ma'am, that is correct. You're awesome.
[AGENT][NEUTRAL] Alright, should be there in about 5 minutes, [PII].
[CUSTOMER][POSITIVE] Thank you so much you have a wonderful weekend.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][POSITIVE] Thanks [PII] bye bye.