AccountId: 011433970860
ContactId: 16b2dd1c-69fe-4faf-a4e9-913763a76b89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229449 ms
Total Talk Time (AGENT): 54139 ms
Total Talk Time (CUSTOMER): 97374 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/16b2dd1c-69fe-4faf-a4e9-913763a76b89_20250616T13:20_UTC.wav
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[CUSTOMER][NEUTRAL] If you go [PII], um, then the insurance I have for you.
[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII] with APL. How can I help you today?
[CUSTOMER][NEUTRAL] Um, hi, I am just calling to, uh, verify benefits and then see if I can get a fax of benefit breakdown.
[AGENT][NEUTRAL] I can help you with benefits. Um, who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] with North Park Family Dentistry.
[AGENT][NEUTRAL] And do you have a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, that is 02042265.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, give me just a second to look that up.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] No, we appreciate
[CUSTOMER][NEUTRAL] So you tell us what you'd like to do.
[CUSTOMER][NEUTRAL] OK, alright, and do you like your time?
[CUSTOMER][NEUTRAL] If you wanna come together or you wanna you wanna.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, she will, and then um.
[AGENT][NEUTRAL] Alright, this policy is active with an effective date of [PII], and you said you wanted to fax back?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I we how about we just wait till.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Alright, OK, we'll see you tomorrow afternoon.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, and to confirm, I have [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And you know what? that's wrong. I gave you my phone number. Uh, it should be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's uh it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Then [PII] sorry about that.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Alright, I just sent that fax over to you. Is there anything else that I can help you with until then?
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] Uh, nope, that should be it, thank you.
[AGENT][POSITIVE] Thank you so much for calling ATL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Uh huh you too bye.
[AGENT][NEUTRAL] OK, bye.