AccountId: 011433970860
ContactId: 3040cec9-0f55-49ee-af69-6cf9bcb892be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144990 ms
Total Talk Time (AGENT): 70850 ms
Total Talk Time (CUSTOMER): 40559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/3040cec9-0f55-49ee-af69-6cf9bcb892be_20250623T15:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] P
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I'm calling from the dental care center. I was calling to try to get benefits for a patient.
[AGENT][POSITIVE] Sure I could take benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's going to be [PII], no [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is going to be 02567186.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, it's going to be [PII], date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] That would be perfect.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] It's gonna be 252.
[CUSTOMER][NEUTRAL] 751.
[CUSTOMER][NEUTRAL] 5957
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, uh, I will go ahead and get that sent now. I should get it within about 10 minutes or so. Uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you tell me if the patient has history on file?
[AGENT][NEUTRAL] Sure, give me just a moment, let me check that.
[AGENT][NEUTRAL] OK, so I've got.
[AGENT][NEUTRAL] Two procedures on file looks like uh that was on [PII] of this year.
[AGENT][NEUTRAL] Um, that was procedure code 0220 for tooth number 9.
[AGENT][NEUTRAL] And then uh 0140 and that's the only history I've got on file for this member.
[CUSTOMER][NEUTRAL] Alright, that is all I need and then I'll just wait for that fax.
[AGENT][POSITIVE] All right sounds good thank you I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you, bye bye.