AccountId: 011433970860
ContactId: 6a12ff19-5c4c-4a97-818c-d23197a17f33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151839 ms
Total Talk Time (AGENT): 54302 ms
Total Talk Time (CUSTOMER): 68999 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/6a12ff19-5c4c-4a97-818c-d23197a17f33_20250408T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I had um
[CUSTOMER][NEUTRAL] Hi, yeah, I'm calling to see if I can get a breakdown of breakdown benefits sent over faxed over for a patient of ours.
[AGENT][NEUTRAL] Sure, um, was it for dental?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Awesome, yes, I can get you fax back sent. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, let me pull it up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] It is 0.
[CUSTOMER][NEUTRAL] 0 02609161.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. Uh, so this policy is active, effective date was [PII].
[AGENT][NEUTRAL] And give me just a moment. Uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, but I will go ahead and get this sent to you. You should get it here in about, uh, within 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That should be it thank you so much for your help.
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Have you ever missed a dental appointment? Guess what? You're not alone. With a hectic schedule. It's hard to remember everything, and a timely reminder would make a big difference. So we're excited to introduce smile Reminder for people who would like to receive emails and texts.