AccountId: 011433970860
ContactId: 4c02f6d8-607f-410d-8cf7-90a297e9c6fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124910 ms
Total Talk Time (AGENT): 42320 ms
Total Talk Time (CUSTOMER): 35664 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/4c02f6d8-607f-410d-8cf7-90a297e9c6fc_20250402T12:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, yes, this is [PII] at Great Expressions. I was calling in regards to um verifying insurance.
[AGENT][NEUTRAL] OK, and so is this service in a doctor's office?
[CUSTOMER][NEUTRAL] Uh, yeah, uh, dental.
[AGENT][NEUTRAL] Oh, dental, OK.
[AGENT][NEUTRAL] And your name is did you say [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm, it's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Um, I don't know this. Can you go look by name?
[AGENT][NEUTRAL] OK, let me get your phone number first.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the name if you could spell it out for me.
[CUSTOMER][NEUTRAL] [PII] name is [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, I've searched under last name [PII], not showing anyone under that name.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK dokey thank you.
[AGENT][NEUTRAL] Mhm, where did you get our phone number from?
[CUSTOMER][NEUTRAL] Um, this is in
[CUSTOMER][NEUTRAL] They said that this is his insurance and that's the number that it was attached to it.
[AGENT][NEUTRAL] Was it American public life or American republic life?
[CUSTOMER][NEUTRAL] Public.
[AGENT][NEUTRAL] OK, yeah, I'm not locating this patient in our system.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling ATL. Have a good day [PII].
[CUSTOMER][NEUTRAL] You too bye bye.