AccountId: 011433970860
ContactId: 1d3afad6-e350-4e12-86d4-3ffa4d0cca11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90120 ms
Total Talk Time (AGENT): 40438 ms
Total Talk Time (CUSTOMER): 33389 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/1d3afad6-e350-4e12-86d4-3ffa4d0cca11_20250605T13:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Bonaventure Dental Care, and I'm calling to, um, verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK. Absolutely, [PII] and do we have their policy number?
[CUSTOMER][NEUTRAL] I have a subscriber number.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] 616-702.
[AGENT][NEUTRAL] And what is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date on here is [PII].
[AGENT][NEUTRAL] And we can also send a fax back with a breakdown if you need that as well, [PII].
[CUSTOMER][POSITIVE] That would be great.
[AGENT][POSITIVE] Yeah, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Just to confirm, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright. So give that about 5 minutes and you should have that. Was there anything else?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No ma'am thank you that's it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye