AccountId: 011433970860
ContactId: 3eed5a30-b53b-4f1a-a772-82aa7690d073
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83650 ms
Total Talk Time (AGENT): 42111 ms
Total Talk Time (CUSTOMER): 29959 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/3eed5a30-b53b-4f1a-a772-82aa7690d073_20250508T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling you from Southern Roots Dentistry to verify dental benefits for a patient, please.
[AGENT][NEUTRAL] All right, [PII]. Happy to verify benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 00604739
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] And then if I could just verify patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect. All right, so [PII] is active. It looks like effective date on here is [PII].
[CUSTOMER][POSITIVE] Perfect. Would you be able to fax or email a benefit breakdown?
[AGENT][POSITIVE] Yeah, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, give me about 5 minutes and that should be over there. Is there anything else that I can check on for you?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] All right, thanks for calling APL Crystal. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.