AccountId: 011433970860
ContactId: 79632059-e05c-4d7a-a5f6-798e683c5070
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141869 ms
Total Talk Time (AGENT): 38429 ms
Total Talk Time (CUSTOMER): 43072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/79632059-e05c-4d7a-a5f6-798e683c5070_20250605T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from Sumter Family Dental Center, and I was just calling to see if a patient still had active dental coverage with you.
[AGENT][POSITIVE] Sure, I can help you with eligibility, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's area code [PII].
[AGENT][NEUTRAL] And you said you're calling from Sumter?
[CUSTOMER][NEUTRAL] Center Family Dental Center.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, I'm showing 02158527.
[AGENT][NEUTRAL] Give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII], [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I'm showing this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, can you tell me if there's um any history on file for a panoramic X-ray?
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Do you have the procedure code for that?
[CUSTOMER][NEUTRAL] Yes ma'am 0330.
[AGENT][NEUTRAL] I'm not showing any, um any history with that procedure code.
[CUSTOMER][POSITIVE] OK, that's everything I needed thank you so much for your help.
[AGENT][POSITIVE] Alright. Thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] OK.