AccountId: 011433970860
ContactId: ce2f47d6-6e63-413e-a04b-e1778b43cfe3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217949 ms
Total Talk Time (AGENT): 72431 ms
Total Talk Time (CUSTOMER): 66186 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/ce2f47d6-6e63-413e-a04b-e1778b43cfe3_20250505T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, I'm calling to check eligibility and benefits benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][POSITIVE] Thank you my name is [PII].
[AGENT][NEUTRAL] [PII], OK. Is this for a service in a doctor's office or outpatient facility?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, it's the dental office.
[AGENT][NEUTRAL] It's dental, OK. And the policy number?
[CUSTOMER][NEUTRAL] Um, it is 025596-46.
[AGENT][NEUTRAL] OK, and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you want the schedule faxed over to you, [PII]?
[CUSTOMER][POSITIVE] Uh, yeah, that would be great.
[AGENT][NEUTRAL] OK, and what's that number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 298. OK, thank you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] on a [PII].
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]
[CUSTOMER][NEUTRAL] [PII] Last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information. I'm showing a policy, a policy effective date of [PII]. Um, this policy is active. I don't show any um claims on file, um.
[AGENT][NEUTRAL] So her her uh calendar year max is remaining.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, this is a limited dental policy which covers preventive and basic only.
[AGENT][NEUTRAL] Uh, so you're not gonna see any major services on the schedule of benefits that I sent over to you?
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Let's see and let me prepare the document, hm.
[CUSTOMER][NEUTRAL] What is her maximum?
[CUSTOMER][NEUTRAL] What is her maximum?
[AGENT][NEUTRAL] It's 500 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I'll probably be in school.
[CUSTOMER][NEUTRAL] Probably a
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, and you should be receiving it within the next 2 to 5 minutes, uh, [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Yep, that's right.
[AGENT][NEUTRAL] Uh, OK. Any other questions I can help out with today?
[CUSTOMER][NEUTRAL] No, that's it. I'll wait for the fax thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.