AccountId: 011433970860
ContactId: 2c076c7f-5cdc-4479-9c99-4d6998f7c48a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109559 ms
Total Talk Time (AGENT): 54479 ms
Total Talk Time (CUSTOMER): 32158 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/2c076c7f-5cdc-4479-9c99-4d6998f7c48a_20250212T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, yes, this is [PII] calling from Doctor [PII]'s office. I'm needing to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] Alright, [PII], I'm happy to check on eligibility and benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Let me get back on it. It is.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, 606-740.
[AGENT][NEUTRAL] All right, let me try pulling that up here. Give me just one moment.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Alright. Thank you, [PII]. And are we looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] Dental. OK. So the patient does have an active plan. The effective date on this is [PII].
[AGENT][NEUTRAL] And if you guys need us to we can also send a fax back with a breakdown of benefits.
[CUSTOMER][POSITIVE] Yes, can I please get that?
[AGENT][POSITIVE] Yeah, absolutely. What is a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. I'm sending that now. Should be there in about 5 minutes. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, thanks for calling. Have a good day, [PII].
[CUSTOMER][POSITIVE] Alright, thank you. You too.
[AGENT][NEUTRAL] Bye bye.