AccountId: 011433970860
ContactId: 050f9591-19c8-4085-887e-9520057be681
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94760 ms
Total Talk Time (AGENT): 48657 ms
Total Talk Time (CUSTOMER): 30141 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/050f9591-19c8-4085-887e-9520057be681_20250204T20:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling to get some benefit information for a patient.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on benefits for you. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be 02576242.
[AGENT][POSITIVE] Alright, thank you for that let me pull that up here.
[CUSTOMER][NEUTRAL] OK, and what was your name? I'm sorry.
[AGENT][NEUTRAL] That's OK. My name is [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, and then what is the patient name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you. So patient plan is active. The effective date is [PII].
[AGENT][NEUTRAL] Um, and is this for dental benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, if you need us to we can also send a fax back with a breakdown.
[CUSTOMER][POSITIVE] Yes, that'll be great.
[AGENT][NEUTRAL] OK, what is a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alright, I'm gonna send that should be there in about 5 minutes. Is there anything else I can do for you today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's gonna be all.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.