AccountId: 011433970860
ContactId: 6d037558-442f-4ae0-8748-6c921377af50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 529479 ms
Total Talk Time (AGENT): 93783 ms
Total Talk Time (CUSTOMER): 131347 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/6d037558-442f-4ae0-8748-6c921377af50_20250127T16:41_UTC.wav
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[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] calling from Hiram Center for Family Dentistry office. We're calling in regards to a mutual patient, um, to see what their annual max is.
[AGENT][NEUTRAL] OK, I can help you, [PII], with the benefits. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK. It is [PII].
[CUSTOMER][NEUTRAL] My [PII] number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] [PII]. Thank you so much. And what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is [PII]'s date of birth please?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] My policy number is 02317211.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII], and if you give me your fax number, I can send you a fax back with the complete benefit breakdown for him.
[CUSTOMER][NEUTRAL] Um, our office does not actually have a, like a fax. Do you think we could do like an email?
[AGENT][NEUTRAL] Yes, we can do email. What's your email address?
[CUSTOMER][NEUTRAL] OK, the email address is [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The word [PII], so it's a [PII].
[AGENT][NEUTRAL] OK. All right. Ms. [PII], I'm gonna put you on a quick hold while I get this email together for you while we're on the phone and I'll be right back.
[CUSTOMER][POSITIVE] OK sounds good thank you so much.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] I don't understand what
[AGENT][POSITIVE] Thank you [PII] for holding for me. I've got that fax back on its way to you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK, let me, do you mind if we stay on the line until so I can check to see what name it's gonna, what name is it gonna be sent from?
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm sorry, do you mind repeating the name again one more time for me?
[AGENT][NEUTRAL] Yes, it's gonna be [PII].
[CUSTOMER][POSITIVE] OK [PII].
[AGENT][NEUTRAL] And then my name is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Not seeing it in our email.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yes, so it's [PII] or [PII].
[AGENT][NEUTRAL] Yes, that's where I have it sent to. It's showing that it's still, it's still processing.
[CUSTOMER][NEUTRAL] OK, OK, OK, I think I just got it.
[CUSTOMER][NEUTRAL] OK perfect thank you so much I'm sorry I guess I just was taking a little bit of time um because in our on our side it was showing a different um.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] A different like annual amount and the patient was saying it was a different number so we were like let's call and see what the annual looks like.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] But thank you so much for your time I appreciate you.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you guys have a great rest of your week and we thank you for calling APL.
[CUSTOMER][POSITIVE] Of course thank you so much.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Alrighty bye bye.