AccountId: 011433970860
ContactId: 6fec18a0-0136-4ade-b101-37a64f67b499
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 573450 ms
Total Talk Time (AGENT): 75718 ms
Total Talk Time (CUSTOMER): 74410 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/6fec18a0-0136-4ade-b101-37a64f67b499_20250509T14:46_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Doctor [PII]'s office. I'm needing to check eligibility and receive benefits on a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility and benefits. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Hold up, where's her card? I'm looking for it.
[CUSTOMER][NEUTRAL] OK, it is 0060.
[CUSTOMER][NEUTRAL] 8672.
[AGENT][NEUTRAL] All right. May I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you need this information given to you verbal or faxed over to you?
[CUSTOMER][NEUTRAL] Um, so our fax machine is actually broken. Is there any way you can email it to us?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm. Yes, I can. What is the email?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, let me see if I got this right. So that is [PII]?
[CUSTOMER][NEUTRAL] It's so instead of the [PII] it's [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Just, OK, so just [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right, let me go ahead and send this email out to you. Do you mind holding for me?
[CUSTOMER][NEGATIVE] Absolutely not.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, um, [PII], do you wanna check and see if you got that email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, just got it.
[AGENT][POSITIVE] OK, perfect. Can you open it?
[CUSTOMER][POSITIVE] Yep, I got it.
[AGENT][NEUTRAL] OK, is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That is it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATO. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.