AccountId: 011433970860
ContactId: f418ea07-400a-49c8-8e74-e47a7bc8d651
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80500 ms
Total Talk Time (AGENT): 35471 ms
Total Talk Time (CUSTOMER): 36169 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f418ea07-400a-49c8-8e74-e47a7bc8d651_20250124T14:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Like this.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dentist office, just trying to check on eligibility eligibility for a patient of mine.
[AGENT][NEUTRAL] I can help with eligibility, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, um, it is 01979122.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, um, it is [PII], no extension.
[AGENT][NEUTRAL] Thank you. His policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about this dental policy besides the eligibility?
[CUSTOMER][NEUTRAL] Yeah, um, has he used any of this maximum so far? I know we just started the year, but won't hurt to ask.
[AGENT][NEUTRAL] Of course, um, no, nothing has been used for the calendar year [PII]. So it looks like everything will be available, uh, including that $50 deductible that doesn't apply to preventative services.
[CUSTOMER][POSITIVE] OK awesome then yeah no that seems to be it thank you so much for your time.
[AGENT][POSITIVE] OK, [PII], thanks for contacting UP have a good day.