AccountId: 011433970860
ContactId: 1663a1ad-b891-45a6-9771-345036ddb3f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128720 ms
Total Talk Time (AGENT): 59073 ms
Total Talk Time (CUSTOMER): 47248 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/1663a1ad-b891-45a6-9771-345036ddb3f3_20250103T16:40_UTC.wav
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[AGENT][POSITIVE] That's easy.
[AGENT][POSITIVE] Thank you for calling A. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Kathleen Dental Care and your name again was? I'm sorry.
[AGENT][NEUTRAL] Um, it's [PII], um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Perfect. My name's [PII]. I'm calling from Kathleen Dental Care. I am trying to get a fax of eligibility and benefits for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am, that phone number is gonna be area code [PII].
[AGENT][NEUTRAL] Thank you, now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, the number I have is 02568319.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or is it [PII] [PII] yeah [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage, it does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And what's your fax number, please?
[CUSTOMER][NEUTRAL] It's gonna be area code [PII].
[AGENT][NEUTRAL] OK. That's [PII]. And would I attention it to you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Pay attention, [PII]. OK, you should receive it in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that was it um I just need a reference number for this call.
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] OK. OK. I thank you again, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.