AccountId: 011433970860
ContactId: 351ffaf3-2804-45b8-a3af-3062a2775771
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102989 ms
Total Talk Time (AGENT): 52268 ms
Total Talk Time (CUSTOMER): 40487 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/351ffaf3-2804-45b8-a3af-3062a2775771_20250403T21:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and I'm calling from Doctor [PII]'s office. I need to get a patient's, uh, dental benefits.
[AGENT][POSITIVE] Sure, I can check those benefits for you. uh [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I sure do. It's 02517838.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] I'm gonna spell the name for you. The first name is [PII]
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And then the last name is [PII]
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And then if you'd like I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][POSITIVE] Awesome, what was that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, I will get this sent to you. You should get it here within about 10 minutes or so. Uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.