AccountId: 011433970860
ContactId: ba0673a6-7af2-4899-b8b8-e95a9c0c18c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142009 ms
Total Talk Time (AGENT): 58089 ms
Total Talk Time (CUSTOMER): 55477 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/ba0673a6-7af2-4899-b8b8-e95a9c0c18c4_20250613T19:43_UTC.wav
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[AGENT][NEUTRAL] ATL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, um, I'm calling back. Um, I got a patient's um policy number now, and I just was needing the facts of their benefit breakdown.
[AGENT][NEUTRAL] OK, yeah, absolutely. Do you, what is their policy number that you have?
[CUSTOMER][NEUTRAL] Uh, we have 02611218.
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and his date of birth.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] Thank you. And then you just needed a fax back with a breakdown of benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, what's a good fax number?
[CUSTOMER][NEUTRAL] Um, it's just gonna be this number [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All right. So give me about 5 minutes to uh get that sent over to you. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Um, no, but on the, oh, sorry, yes. On the breakdown, um, do you know if it includes if there's any like missing tooth crawls or any waiting periods included?
[AGENT][NEUTRAL] Yeah, let me, I can take a look for you. Give me just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, sometimes it's not and then I have to call back, so.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so the policy does have a missing tooth clause.
[AGENT][NEUTRAL] Um, the coverage on the policy is preventative and basic only, so there are no waiting periods. It does list it though that there's no waiting period next to it, so you'll see it on the, on the facts back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so no major.
[CUSTOMER][POSITIVE] Coverage. OK. Perfect. All righty. Well, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.