AccountId: 011433970860
ContactId: 48b19e05-55eb-4002-8f9b-c3c292258508
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108879 ms
Total Talk Time (AGENT): 41937 ms
Total Talk Time (CUSTOMER): 45599 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/48b19e05-55eb-4002-8f9b-c3c292258508_20250619T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh man.
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Keep My Smile, and I was calling in regards to uh receiving, um, an insurance breakdown for one of our patients.
[AGENT][NEUTRAL] Mhm. OK. Uh, do we have a policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] It's gonna be 0263.
[CUSTOMER][NEUTRAL] 973 5.
[AGENT][NEUTRAL] And then if I can get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yep, so it's gonna be [PII].
[CUSTOMER][NEUTRAL] And then her date of birth is [PII].
[AGENT][NEUTRAL] Alright, so patient is active. Effective date on here is [PII]. We can definitely send you a fax back with a breakdown of benefits or verbally give it to you over the phone, whatever is best.
[CUSTOMER][POSITIVE] Um, if you could fax it, that'd be great.
[AGENT][POSITIVE] Yeah, absolutely. What's a good fax number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yep, that is correct.
[AGENT][POSITIVE] All right. Give me about 5 minutes and you should have that. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] That is all thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye bye