AccountId: 011433970860
ContactId: d84f9019-80a7-4d33-9e59-7d32e06f5880
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114940 ms
Total Talk Time (AGENT): 44942 ms
Total Talk Time (CUSTOMER): 49298 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/d84f9019-80a7-4d33-9e59-7d32e06f5880_20250326T12:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, I work with Sugar Creek Dental Care. I have a new patient coming in with your insurance. I haven't had before, so I was just needing, um.
[CUSTOMER][NEUTRAL] Eligibility and benefits break down.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, let me get a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] 02463915
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and I'm showing that this policy expired on [PII], and I'm not showing any active policies in our system.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright perfect you said [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty I will let them know thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That'll be it if they don't have coverage, then it doesn't matter.
[AGENT][POSITIVE] OK, well, I thank you, [PII] for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] You're welcome.