AccountId: 011433970860
ContactId: 121b171f-8c88-43db-88d1-a3eb0babf870
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284489 ms
Total Talk Time (AGENT): 70178 ms
Total Talk Time (CUSTOMER): 57283 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/121b171f-8c88-43db-88d1-a3eb0babf870_20250505T15:32_UTC.wav
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[CUSTOMER][NEUTRAL] you're taking in.
[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm trying to get eligibility and a breakdown for a patient.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and um breakdowns for the patient. May I please get your name and your callback number just in case the call is dropped.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and a good number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII] date of birth is [PII], and the member ID is 02313823.
[AGENT][NEUTRAL] OK, let me look that up and can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] LWSS Family dentistry.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm showing that uh [PII] does have an active policy with us. His effective date of his policy is [PII], and if you can give me your fax number, I'll send that benefit breakdown and fee schedule for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, um, it's gonna be 757.
[CUSTOMER][NEUTRAL] 46796553
[AGENT][NEUTRAL] OK, Miss [PII], I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] UTBA
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] In the world.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ms. [PII] for holding for me. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Well, you have a wonderful week and thank you for calling APL.
[CUSTOMER][POSITIVE] OK you as well thank you.
[AGENT][NEUTRAL] Mm bye-bye.