AccountId: 011433970860
ContactId: 36713a30-309e-4598-9106-d4f80afa5456
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87730 ms
Total Talk Time (AGENT): 45288 ms
Total Talk Time (CUSTOMER): 31316 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/36713a30-309e-4598-9106-d4f80afa5456_20250616T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with K Family Dentistry in [PII]. I'm trying to find, uh, eligibility and benefits for a patient.
[AGENT][NEUTRAL] All right, [PII]. Happy to check on benefits and eligibility. What is the patient policy number?
[CUSTOMER][NEUTRAL] 02625064
[AGENT][NEUTRAL] Thank you. And then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] [PII] excuse me, [PII] [PII].
[AGENT][POSITIVE] Thank you so much. OK, so patient is active. It looks like the effective date on here is going to be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then if you need us to we can send you a fax back with a breakdown or I can verbally give you benefits whatever works best.
[CUSTOMER][NEUTRAL] A fax back would be great.
[AGENT][NEUTRAL] OK, not a problem. What's a good fax number, [PII]?
[CUSTOMER][NEUTRAL] 479.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 675-544-6
[AGENT][NEUTRAL] Alright. [PII].
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, give me about 5 minutes and that should be over there. Is there anything else I can provide you today?
[CUSTOMER][NEUTRAL] No that was it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good one.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.