AccountId: 011433970860
ContactId: 19a06701-da62-43bb-8fec-b8d67671daa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325500 ms
Total Talk Time (AGENT): 59323 ms
Total Talk Time (CUSTOMER): 46328 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/19a06701-da62-43bb-8fec-b8d67671daa9_20250422T15:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm, I'm calling, um, to get a fax back of patient eligibility and benefits.
[AGENT][NEUTRAL] OK, I can help you with the fax back. Can I please get your name and your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from Conakoff Dental Associates. My name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. I appreciate that. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Name is [PII] Prayer. Policy number is 18 0 sorry, you said date of birth [PII], and then the number is 1831439.
[AGENT][NEUTRAL] OK, let me look up his policy real quick.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy with us and his effective date is [PII].
[AGENT][NEUTRAL] And if you can give me your fax number, I'll get that fax back to you with the benefit breakdown.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I get this together 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] OK, TBA.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I have that fax on its way to you now, ma'am.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.