AccountId: 011433970860
ContactId: 4d57cf4b-39b9-4deb-85b0-6fb46cbb13d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95129 ms
Total Talk Time (AGENT): 32128 ms
Total Talk Time (CUSTOMER): 36718 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/4d57cf4b-39b9-4deb-85b0-6fb46cbb13d2_20250616T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the dental office. I'm just trying to see if a patient has dental coverage under this plan.
[AGENT][POSITIVE] Sure, I can help you with eligibility and benefits, [PII].
[AGENT][NEUTRAL] Um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, for the patient? sorry.
[AGENT][NEUTRAL] Uh yes, ma'am. Sorry.
[CUSTOMER][NEUTRAL] 002 it's OK.
[CUSTOMER][NEUTRAL] 516953
[CUSTOMER][NEUTRAL] Uh, the item number
[AGENT][NEUTRAL] Give me just a moment to look that up.
[CUSTOMER][NEUTRAL] 899
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me. And you said it was for dental coverage?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. They don't have any dental coverage through us. This is their um medical.
[CUSTOMER][POSITIVE] OK, no problem, that's all I needed to know.
[AGENT][POSITIVE] Great, well thank you for calling ATL. If there's nothing else, I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You as well thank you bye.
[AGENT][NEUTRAL] OK.