AccountId: 011433970860
ContactId: d0f74806-08bf-4635-9159-0c4338744457
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97239 ms
Total Talk Time (AGENT): 44548 ms
Total Talk Time (CUSTOMER): 41968 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/d0f74806-08bf-4635-9159-0c4338744457_20250127T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] from Discovery Dental Care. Um, I'm calling because we have a patient in today and I wanted to see if we were in network with this plan and possibly get a breakdown of benefits if possible.
[AGENT][POSITIVE] Of course, yes, I can definitely send you a fax back and check that network. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII] and that's a direct line.
[AGENT][NEUTRAL] Alright, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, I have 02565119.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Patient's name is [PII]'s. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. um, and you did say this was supposed to be for dental, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so this policy that they have with us is a secondary medical policy. It does not offer any dental benefits. Um, if they have a dental policy, it's going to be through somebody else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Got it OK.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] Um, no, that was everything. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling API. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.