AccountId: 011433970860
ContactId: 5538e2c5-3e7f-4a82-a68d-e8cdd15a25d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244520 ms
Total Talk Time (AGENT): 58562 ms
Total Talk Time (CUSTOMER): 47968 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/5538e2c5-3e7f-4a82-a68d-e8cdd15a25d5_20250325T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was trying to get a breakdown of eligibility and benefits.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits.
[CUSTOMER][NEUTRAL] For a patient.
[AGENT][NEUTRAL] And can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My name is [PII]. The callback number is [PII] option 2.
[CUSTOMER][NEUTRAL] And I'm calling from Aspen Dental.
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 00000.
[CUSTOMER][NEUTRAL] 2606
[CUSTOMER][NEUTRAL] 491.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I've got [PII] pulled up. Um, his policy is active, his effective date is [PII], and if you give me your fax number, I'll send that um fax back to you with the benefits and fee schedule.
[CUSTOMER][NEUTRAL] Oh thank you. The number's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 2728
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK, sorry. You are on hold.
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you very much Ms. [PII] for holding for me. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] Oh, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] I hope you have a good day thank you.
[AGENT][POSITIVE] You're welcome. is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK, well, you have a great day and thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Bye bye