AccountId: 011433970860
ContactId: ecc38370-e210-4f31-9db1-90693e87749c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170389 ms
Total Talk Time (AGENT): 83338 ms
Total Talk Time (CUSTOMER): 38096 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/ecc38370-e210-4f31-9db1-90693e87749c_20250609T20:11_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling with pediatric dentistry and I'm trying to see if our patients have active dental coverage still.
[AGENT][NEUTRAL] OK. And you said your name was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, and you're just wanting to verify if some children are still covered by a uh-huh, verify their eligibility.
[CUSTOMER][NEUTRAL] Elgon.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Are you an ID number?
[AGENT][NEUTRAL] There should be a policy number on the ID card. Yes, ma'am.
[CUSTOMER][NEUTRAL] 02477823
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And any information that I do provide for you, [PII] will be a verification of benefits and not a guarantee of payment. What are your patients' names and their dates of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And a sibling of Nylon Chambers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So yes, ma'am, I do show that both children are covered on this policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, can I get a reference number please, [PII] that I called?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date and then one last thing, [PII], if you all end up filing a claim to these children with us once the claims have been processed, we do have a portal that you should be able to check their claim status in and the website that you would go to for that is located at [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, you are very welcome. So if that is all I can help you with, thank you again for calling APL and I hope you have a nice evening.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] You too bye bye now.
[AGENT][POSITIVE] Thank you. Bye bye.