AccountId: 011433970860
ContactId: fcbf29f7-c1c3-4b72-a6f6-169afa81d4b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191899 ms
Total Talk Time (AGENT): 41021 ms
Total Talk Time (CUSTOMER): 64428 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/fcbf29f7-c1c3-4b72-a6f6-169afa81d4b4_20250527T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling on behalf of the provider's office. And I'm looking for dental benefits for a member today. So will you be able to assist me with that?
[AGENT][NEUTRAL] Yes, I can check those benefits for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII] and it's a direct line, no extensions.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] OK. The member ID it is 262-4400.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, hold on, pulling up the patient's information here.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It is [PII]. And the date of birth, it is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you uh the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Unfortunately, I don't have fax access, so that's why I have to.
[CUSTOMER][NEUTRAL] Call. So, the effective date that is [PII].
[AGENT][NEUTRAL] That's correct. I'm sorry, you said that you don't have access to fax?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It will be sent directly to the office, so that's why.
[AGENT][NEUTRAL] I see, that's fine.
[CUSTOMER][NEUTRAL] And I'm sorry, you have given me the effective date. So it is a calendar year plan or a benefit year plan?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yes, this is a calendar year plan.
[CUSTOMER][NEUTRAL] Calendar year plan. OK. And I'm sorry, can I please have your name again?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, are you there?
[CUSTOMER][NEUTRAL] Uh hello, are you there? Can you hear me? Hello?