AccountId: 011433970860
ContactId: 024ffab9-0dfb-4ee1-95a4-f3b5549b973f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102279 ms
Total Talk Time (AGENT): 43170 ms
Total Talk Time (CUSTOMER): 41480 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/2025/01/23/024ffab9-0dfb-4ee1-95a4-f3b5549b973f_20250123T22:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Doctor Taylor and Carter Family Dentistry, and I'm just calling to verify eligibility or coverage on a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits for the patient. um Miss [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The patient is [PII]
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is his um policy number, please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 617-455
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that is all I need to know. I just make sure he was covered.
[AGENT][NEUTRAL] Yes, ma'am. He still is. He's hanging in there. He's been there quite a while.
[CUSTOMER][POSITIVE] I know, right? That's awesome. All right. Well, thank you so much for your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're very welcome. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too uh huh bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.