AccountId: 011433970860
ContactId: edfb104e-a1e1-4aaf-bbdd-5d9aff106c37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137059 ms
Total Talk Time (AGENT): 56272 ms
Total Talk Time (CUSTOMER): 53142 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/edfb104e-a1e1-4aaf-bbdd-5d9aff106c37_20250327T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling from a provider's office to verify benefits and eligibility.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] Good back call number will be [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number that I have on the card is 02583072.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, I actually have a few patients, but I just need benefits for one of them. I just need to make sure that the ones are active.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I have [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And what is the maximum deductibles?
[AGENT][NEUTRAL] OK. And what type of service is this for? Is it for an office visit or inpatient or outpatient hospital?
[CUSTOMER][NEUTRAL] It's for in office we're we're for dental.
[AGENT][NEUTRAL] Oh, for dance, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I apologize. This is actually a policy for medical, for secondary um medical gap insurance, and I'm not showing a dental policy on file.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, so
[CUSTOMER][NEUTRAL] Medical only, OK, that's OK.
[AGENT][NEUTRAL] Right, not, yeah. Mhm.
[CUSTOMER][POSITIVE] I will reach out to parents, thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it, thank you.
[AGENT][POSITIVE] Mhm. Thank you again, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] See that.