AccountId: 011433970860
ContactId: c60268a5-d316-4f8c-b7ab-e34d3f18919c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139000 ms
Total Talk Time (AGENT): 85162 ms
Total Talk Time (CUSTOMER): 32320 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/c60268a5-d316-4f8c-b7ab-e34d3f18919c_20250317T20:31_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yeah, I am calling to get dental benefits on a patient.
[AGENT][NEUTRAL] I can help with benefits, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] OK, thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Um, 02595005.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] birthday is [PII].
[AGENT][NEUTRAL] Thank you. And is there a callback number please if I can, I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Appreciate that. Thank you. Her policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Uh, this is a um dental insurance, uh, that limited benefits, uh, for the policy. Is there anything in particular, uh, besides, uh, just the eligibility and the benefits? I mean, would you like a fax back or is there anything that I can, uh, just tell you over the phone or?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What's the what's the group name?
[AGENT][NEUTRAL] Sure. OK, so the group, first of all, the group number is uh 70062.
[AGENT][NEUTRAL] And then the name of the group.
[AGENT][NEUTRAL] Is uh
[CUSTOMER][NEUTRAL] WorkSource.
[AGENT][POSITIVE] Uh, no, it's premium protection.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Services premium protection.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, and then what is the max?
[AGENT][NEUTRAL] This is $500.
[AGENT][NEUTRAL] For calendar year, that's just a verification of the benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And it covers basic, basic, restorative and preventative services only. Now, I'm not sure, let me just see what she's used so far. I'm not showing that she has used any of her benefits at all, so all of that would be uh still be available. There's just no major coverage um but it's, it's just, uh, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Limited benefits.
[CUSTOMER][NEUTRAL] OK, is there a deductible?
[AGENT][NEUTRAL] There's a $50 deductible that does not apply to the preventative services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I think that's all I needed I appreciate your help.
[AGENT][POSITIVE] OK, well thank you for contacting APL have a very.