AccountId: 011433970860
ContactId: a7c0d18d-56af-485a-a608-8b70ef3a59ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141610 ms
Total Talk Time (AGENT): 71079 ms
Total Talk Time (CUSTOMER): 47696 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/a7c0d18d-56af-485a-a608-8b70ef3a59ce_20250226T16:20_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, my name is [PII]. I'm calling from W Y Dental Group and I'm just trying to get some benefits on one of our patients.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with the benefits. um, may I please get your call back number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] His name is [PII], [PII]. The policy number is 02571991.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. Um, his effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. This policy is a supplemental insurance policy to his primary medical insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] This policy helps with, um, it's a gap policy that helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He has an inpatient benefit amount per calendar year of $1000 and then he has an outpatient per calendar day benefit of $200.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you fax me a breakdown of benefits?
[AGENT][NEUTRAL] This is not a dental insurance.
[CUSTOMER][NEUTRAL] Uh, so it's, it just helps with medical.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, alright, well that's all I needed to know then. OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK alright thank you you have a good day and thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.