AccountId: 011433970860
ContactId: e79b7e40-3077-408d-8b20-ed211a08a4b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126279 ms
Total Talk Time (AGENT): 39787 ms
Total Talk Time (CUSTOMER): 69317 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/e79b7e40-3077-408d-8b20-ed211a08a4b7_20250305T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to try and get a fee schedule on the policy I mean on the dental policy.
[AGENT][NEUTRAL] Sure, I can check that the schedule. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be [PII], no extension.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, um, the policy number is 02365882.
[AGENT][NEUTRAL] OK, thank you. And then what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] Uh, it is [PII]. Um, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. uh, so this policy, um, let's see.
[AGENT][NEUTRAL] It is not a part of any network it simply pays a percentage based off of UCR.
[AGENT][NEUTRAL] And if you'd like I can send you the fax back that shows all of that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I was gonna say, um, I got a fax back. I was just wanting to clarify to make sure was it at like a specific type of fee schedule, um, but.
[CUSTOMER][NEUTRAL] I got that um clarification and.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I do have another question for you is the policy number, is that the policy number that I gave you was that kind of like their member ID number?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, I want to just double check and then I believe that was everything, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, that was, that was everything then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.