AccountId: 011433970860
ContactId: 6dff83e2-c347-4a65-8948-e4d3c87386a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144179 ms
Total Talk Time (AGENT): 64402 ms
Total Talk Time (CUSTOMER): 53578 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/6dff83e2-c347-4a65-8948-e4d3c87386a7_20250418T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning, [PII]. I was just wondering if you could help me get a breakdown of benefits for a patient of ours.
[AGENT][POSITIVE] Yes, ma'am, I can absolutely help you with the benefits. Can I, uh, please get your name and your callback number?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII], and the callback number would be [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Chicago Lake Family Dental.
[AGENT][NEUTRAL] OK, and may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, the name would be [PII].
[CUSTOMER][NEUTRAL] The date of birth would be [PII].
[CUSTOMER][NEUTRAL] And I believe the ID would be D as in dog.
[CUSTOMER][NEUTRAL] 47700178
[AGENT][NEUTRAL] OK, alright, um, I'm gonna need to go ahead and transfer you on over to 90 degree benefits so that you can get that benefit information.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be a brief hold while I transfer you over. Let me give you their phone number so that you have it just in case the call gets dropped.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII] and then once the phone picks up you'll choose option one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, but I'm gonna go ahead and transfer you now. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Um, no, that would be all, thank you.
[AGENT][POSITIVE] OK, well, you have a wonderful Easter and thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you for calling IMA and thank you for calling.