AccountId: 011433970860
ContactId: b08242bd-8982-4908-91e8-70bfd2ac2c25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435459 ms
Total Talk Time (AGENT): 90113 ms
Total Talk Time (CUSTOMER): 82641 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/b08242bd-8982-4908-91e8-70bfd2ac2c25_20250612T19:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. I'm calling from Central Texas Dental Care and I'm just trying to verify uh coverage and benefits for a patient, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits and eligibility, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have that as 02396589.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it is [PII] uh made well done and then the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And you need this information given to you verbally or faxed over to you.
[CUSTOMER][NEUTRAL] Can you fax it please?
[AGENT][NEUTRAL] Sure, what is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, so that is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, to your attention, it's OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine. [PII]
[AGENT][NEUTRAL] OK, thank you. Do you mind holding for me?
[CUSTOMER][NEUTRAL] And then, yeah sure.
[AGENT][NEUTRAL] Yeah, I'll go ahead.
[AGENT][NEUTRAL] You had a question before I send it?
[CUSTOMER][NEUTRAL] Yeah, I was just gonna say is does this run on a calendar year, the plan?
[AGENT][NEUTRAL] Yes, yes, it's the calendar year. Mhm.
[CUSTOMER][NEUTRAL] OK, OK and then is this a um individual plan or is it through an employer? Is there a group name or an individual?
[AGENT][NEUTRAL] Yeah, it is a group.
[CUSTOMER][NEUTRAL] OK, can you tell me what the group name is?
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] This one is under Universal Trucking.
[AGENT][NEUTRAL] Uh western flyer.
[CUSTOMER][NEUTRAL] Universal Trucking Western, what was the last one?
[AGENT][NEUTRAL] Flyer, F L Y E R.
[CUSTOMER][NEUTRAL] OK, got it. OK, um, I think that's everything I need. I'll wait on that fax. Oh, can you just check real quick for me um if he's used any of his benefits?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, uh-huh.
[AGENT][NEUTRAL] OK, for dental or Dan, yeah, I know. OK, um, it looks like he has not used this benefit. He he has the full amount available and he has not met his deductible as of today.
[AGENT][NEUTRAL] OK. OK. If you don't mind holding for me. Yes, can you hold for me while I send it, OK? One moment. Thank you.
[CUSTOMER][NEUTRAL] OK great alright I will wait on that fax.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, I went ahead and send that over to you. Should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No that's it thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Yes you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.