AccountId: 011433970860
ContactId: 63e1e401-0429-4f94-b363-6e2d411fa47a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110199 ms
Total Talk Time (AGENT): 38213 ms
Total Talk Time (CUSTOMER): 57709 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/63e1e401-0429-4f94-b363-6e2d411fa47a_20250115T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Monarch Dental in [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well, Ms. [PII]. How are you doing?
[CUSTOMER][POSITIVE] I am doing well. I just had a question regarding a patient's benefit breakdown that we received.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with that. Can I first get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII]. 0, hang on, [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is Ms. [PII]'s policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, hold on.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let me look at her member ID 614772.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[AGENT][NEUTRAL] OK and you said you had questions about her benefits. How can I help you with the questions?
[CUSTOMER][NEUTRAL] So I'm looking at her um benefit breakdown where it says benefit amount, is that what the patient pays or is that what insurance pays?
[AGENT][NEUTRAL] That's what insurance pays.
[CUSTOMER][NEUTRAL] That's what insurance pays. OK, alright, that is my only question I have for you.
[AGENT][POSITIVE] OK, well, that was quick and easy.
[CUSTOMER][POSITIVE] Yes ma'am. OK, yeah, you're welcome bye bye.
[AGENT][POSITIVE] Thank you so much.
[AGENT][POSITIVE] All right. Bye-bye, Ms. [PII]. You have a blessed day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh huh you too. OK, bye bye.
[AGENT][NEUTRAL] Bye bye.