AccountId: 011433970860
ContactId: b07d1778-fd73-4bfc-b3ae-4f4fd38a1703
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180979 ms
Total Talk Time (AGENT): 60595 ms
Total Talk Time (CUSTOMER): 70669 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b07d1778-fd73-4bfc-b3ae-4f4fd38a1703_20250326T13:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am trying to verify eligibility and benefits on a patient. Um, this insurance is new to me, so I'm not 100% sure if we're even accepting this, I guess. Oh, sorry, my name's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I can verify eligibility and benefits for you. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, where did I just put it?
[CUSTOMER][NEUTRAL] 02536405
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, we'll start with the youngest one. [PII] [PII], birthday [PII].
[AGENT][NEUTRAL] OK, it looks like for this policy, um, the insured is she's the only one on the policy. Let me see if she has.
[AGENT][NEUTRAL] What kind of benefits for these are you needing?
[CUSTOMER][NEUTRAL] For dental?
[AGENT][NEUTRAL] Dental? OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She has another policy.
[AGENT][NEUTRAL] Yeah, it looks like she's the only one on this dental plan. Um, do you have the insured's name?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, birthday [PII].
[AGENT][NEUTRAL] OK. Do you need benefits for her and eligibility?
[CUSTOMER][NEUTRAL] No, I just need the children.
[AGENT][NEUTRAL] OK. I just um
[CUSTOMER][NEUTRAL] So if she doesn't have coverage on them then.
[AGENT][NEUTRAL] No, I just showed her on the policy and I double checked to see if there's any other policies and she doesn't have any other policies.
[CUSTOMER][NEUTRAL] OK, I will let her know and she may need to speak to.
[CUSTOMER][NEUTRAL] I don't know somebody at work
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that is all I needed. Um, can I get a reference number for the call though just in case?
[AGENT][POSITIVE] OK, thank, thank you.
[AGENT][NEUTRAL] Yeah, absolutely. It's my first name, last initial [PII], and then [PII], and then today's date.
[CUSTOMER][NEUTRAL] 326. OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL [PII]. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.