AccountId: 011433970860
ContactId: 2dfa647b-e3af-4892-aa81-09494f4c0cbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264929 ms
Total Talk Time (AGENT): 72848 ms
Total Talk Time (CUSTOMER): 49709 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/2dfa647b-e3af-4892-aa81-09494f4c0cbf_20250327T22:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from my provider office just trying to verify benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits and eligibility. Can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][NEUTRAL] Thank you and what's the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Um, wisdom teeth guys.
[AGENT][NEUTRAL] OK. And may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the name is going to be [PII]. Date of birth is [PII]. And did you say the policy number? I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, the policy number, yes, it's going to be 02582910.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show.
[AGENT][NEUTRAL] Excuse me, that [PII] does have an active policy. The effective date of the policy is [PII]. This is a dental policy, and if you give me your fax number, I can send you a fax back with a complete benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect. Um, it's going to be, it is a secure line, [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I send this fax and get it ready and I'll be right back.
[CUSTOMER][POSITIVE] Perfect. You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, Ms. [PII], I have that fax on its way to you now. You should be getting it uh here in the next few minutes.
[CUSTOMER][POSITIVE] Perfect. Can I just get a reference number please, [PII]?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] I appreciate you Miss [PII] you have a wonderful rest of your night.
[AGENT][POSITIVE] You too, Ms. [PII]. thank you for calling APL.
[AGENT][NEUTRAL] Mm bye bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.