AccountId: 011433970860
ContactId: b6205f24-3601-40d6-b059-862aebdff8c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159740 ms
Total Talk Time (AGENT): 101597 ms
Total Talk Time (CUSTOMER): 41380 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/b6205f24-3601-40d6-b059-862aebdff8c0_20250213T14:15_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was just, I need a dental breakdown for a patient.
[AGENT][POSITIVE] I can certainly help with that. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] I see, thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's 025847007.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. I do appreciate that you asked about uh benefits, but first the policy went into effect on [PII]. It is active. Now, the policy has $500 per calendar day, excuse me, per calendar year is a maximum, and that is just a verification of those benefits, not a guarantee of payment. It's $500 per calendar year. It covers basic, basic restorative and preventative services.
[AGENT][NEUTRAL] Um, there is no major coverage. Now, what I can do is I can send you a printout uh that shows you exactly what is covered, where to send your claim, um, uh, what is not covered, um.
[CUSTOMER][NEUTRAL] Like a fax
[AGENT][NEUTRAL] And I can send that to you. Yes, I can send you that fax back if you would like. Um, do you have a fax number? Would you like that print out?
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] What is your fax number, please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna have this for you in just a moment. Now, before I send it off, is there anything in particular I can tell you about the, the policy?
[CUSTOMER][NEUTRAL] Um, is it
[CUSTOMER][NEUTRAL] Insurance or a discount plan?
[AGENT][NEUTRAL] Well, it, it is insurance, uh, in, in both. It is a discount plan as well. Um, what it does is it, uh, it is, it is a dental insurance, um, uh, it does cover those basic services, preventative, basic and basic restorative, um.
[AGENT][NEUTRAL] But it's both. It's, it's both an insurance plan and it is a, a, a discounted plan.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Got you. OK, well if you just wanna send me that fax that should be good.
[AGENT][NEUTRAL] OK, I just want, I just got to sending it to you. If you have any questions once you get it, please just let us know. Um, otherwise, my name is [PII] and uh I'm glad to help you if you do want to call back.
[CUSTOMER][NEUTRAL] You said
[CUSTOMER][POSITIVE] I got you. I'll check it, OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Mm thanks for contacting AP have a good.