AccountId: 011433970860
ContactId: 69f092c7-ecd4-475c-bde3-c02cd613cb23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129740 ms
Total Talk Time (AGENT): 42436 ms
Total Talk Time (CUSTOMER): 34445 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/69f092c7-ecd4-475c-bde3-c02cd613cb23_20250501T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, this is [PII] at Doctor [PII]'s office. I need to see if a patient's still eligible. I have the breakdown. I just wanna make sure it's still eligible, and they have benefits remaining.
[AGENT][NEUTRAL] OK, absolutely. What's, what's their policy number?
[CUSTOMER][NEUTRAL] For dental.
[CUSTOMER][NEUTRAL] 00606011.
[AGENT][POSITIVE] A lot of zeros and sixes, wow.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, perfect. Thank you. Patient is still active, effective date the same [PII]. Let me just check and see what they have remaining here. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'm sorry for the wait. My system's been weird all morning thing.
[CUSTOMER][NEUTRAL] That's OK, I understand.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, so it looks like patient has 4 $1000.50 dollars deductible remaining.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So I just need to check on her husband [PII] and see how many benefits he has.
[AGENT][NEUTRAL] Oh, OK, yeah, let me double check. It looks like it's the same for [PII] as well.
[CUSTOMER][NEUTRAL] He has $1000 remaining.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright, I appreciate you.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.