AccountId: 011433970860
ContactId: 5d083ab4-b6b6-419d-8335-1b1f12bcf016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109419 ms
Total Talk Time (AGENT): 44526 ms
Total Talk Time (CUSTOMER): 52309 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/5d083ab4-b6b6-419d-8335-1b1f12bcf016_20250429T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I believe I just spoke with you. My name is [PII]. I'm calling from Top Choice Dental in [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] And uh try to get uh you I got the fax that you sent me if you are the same person I'm almost positive you are.
[AGENT][NEUTRAL] Yes, yes, that's me.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Could you tell me what uh group number this this policy is attached to or if there is a group number?
[AGENT][POSITIVE] Yes, I can get that absolutely I can get that group number for you, um, really quick, [PII], I apologize can I go ahead and get that good callback number from you first?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] Thank you. And then, um, uh, if I could get that policy number, please.
[CUSTOMER][NEUTRAL] And that's a direct line?
[CUSTOMER][NEUTRAL] Policy number is 02455930.
[AGENT][NEUTRAL] OK, thank you and then if you would uh could you verify the name and date of birth for the member?
[CUSTOMER][NEUTRAL] [PII], and her date of birth is not in front of me like it should be, just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Perfect appreciate you verifying that for me again. Alright, so that group number is 70036.
[CUSTOMER][NEUTRAL] 70036. And does it have a name like, uh, [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Something something or does it have a?
[AGENT][NEUTRAL] The group name you mean?
[CUSTOMER][NEUTRAL] Any kind of like name that the that the.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, the group name is, uh, it's Crown Services Inc.
[CUSTOMER][POSITIVE] Perfect. All right, [PII]. I promise I will not call you back today. Have a good day.
[AGENT][POSITIVE] No worries, no, that's perfectly fine. You too, [PII]. Thank you, bye bye.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Alright bye bye.