AccountId: 011433970860
ContactId: 4982ae03-9796-4719-ad6b-549f7915b5ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394279 ms
Total Talk Time (AGENT): 64608 ms
Total Talk Time (CUSTOMER): 43000 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=-2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4982ae03-9796-4719-ad6b-549f7915b5ed_20250603T13:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm gonna need to check dental benefits on a patient.
[AGENT][POSITIVE] Sure, I can assist you with dental benefits. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility for that now?
[CUSTOMER][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] You said doctor [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. All right, and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02613959
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, and you need this information given to you verbal or faxed over to you.
[CUSTOMER][NEUTRAL] Um, if fax has everything on it, fax will be fine.
[AGENT][NEUTRAL] OK, yes, the only thing that it doesn't have is the history, but other than that it has all the information. Um, may I have the fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII] to your attention.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. Yeah, I'm gonna ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling ATL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.