AccountId: 011433970860
ContactId: 7bda07ca-cd2e-472f-a7f4-a592364fcbfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222350 ms
Total Talk Time (AGENT): 58306 ms
Total Talk Time (CUSTOMER): 39856 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/7bda07ca-cd2e-472f-a7f4-a592364fcbfb_20250508T14:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL this is how may I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm trying to get a fax of benefits and eligibility for a patient, please.
[AGENT][NEUTRAL] OK, I can send you a fax back. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] OK, my name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you Miss [PII] and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Gaddis Family dentistry.
[AGENT][NEUTRAL] And may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[CUSTOMER][NEUTRAL] And the policy number 02152747.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy. The effective date of the policy is [PII], and if you can give me your fax number, I'll get that fax, um, of benefits and fee schedules sent over to you.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[CUSTOMER][NEUTRAL] 2217.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a quick hold while I get that fax ready and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's everything.
[AGENT][POSITIVE] OK, well you have a good rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.