AccountId: 011433970860
ContactId: 68a6ac14-96d1-4c4b-a368-1a6cd26df57f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82980 ms
Total Talk Time (AGENT): 39958 ms
Total Talk Time (CUSTOMER): 29469 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/68a6ac14-96d1-4c4b-a368-1a6cd26df57f_20250115T20:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to get a fax back of dental benefits from a patient, please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax you over benefits. Um, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. My phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01937496
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient I'm looking at is [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I am showing the effective date on this policy was [PII] and I'm actually showing that it expired on [PII].
[CUSTOMER][POSITIVE] OK, well I will take it out of the system then thank you so much I appreciate your help.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, not at this time, thank you.
[AGENT][POSITIVE] Mhm. Thank you, [PII] for calling ATL. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.