AccountId: 011433970860
ContactId: 3022f0b2-dfd7-461d-afa8-7cad7b389c7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310369 ms
Total Talk Time (AGENT): 67535 ms
Total Talk Time (CUSTOMER): 52298 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/3022f0b2-dfd7-461d-afa8-7cad7b389c7a_20250625T19:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm just trying to get um dental um insurance verification on a patient that I have here.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility for a patient. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you and then Miss [PII], what is the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Bel Air Dental Associates.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and the, the policy number for the member, please?
[CUSTOMER][NEUTRAL] Policy number on here is 02515513.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] where
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us, and the effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And if you wanna give me your fax number I can send you a fax back with this benefit breakdown.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes, um, it is [PII].
[AGENT][NEUTRAL] OK, [PII] I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back, ma'am.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, sounds good. Well, thank you so much for your help today.
[AGENT][POSITIVE] You're very welcome. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes ma'am, that's it.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am you as well thank you alright mhm bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.