AccountId: 011433970860
ContactId: 7c9b59e3-9a6a-44de-b5b0-042ca6707f47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115750 ms
Total Talk Time (AGENT): 55169 ms
Total Talk Time (CUSTOMER): 33643 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/7c9b59e3-9a6a-44de-b5b0-042ca6707f47_20250529T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanted to check the patient's eligibility.
[AGENT][NEUTRAL] OK. Happy to check on eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I have here 775-424.
[AGENT][NEUTRAL] All right, let me pull that up here. Give me just a moment.
[AGENT][NEUTRAL] And then can I get the uh patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And are you looking for dental or medical coverage?
[CUSTOMER][NEUTRAL] Dental, dental coverage.
[AGENT][NEUTRAL] OK. So, patient is active. Their effective date is [PII]. If you need, we can also send a fax back with a breakdown of benefits.
[CUSTOMER][POSITIVE] Yes ma'am, that would be great.
[AGENT][POSITIVE] Yeah, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do we put attention to anybody on that?
[CUSTOMER][NEUTRAL] Um, no, ma'am, just, uh, just for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then for documentation if you don't mind, can I just grab your first name please?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Alright, give me about 5 minutes and you should have that. Is there anything else that we can check on for you today?
[CUSTOMER][POSITIVE] Mm no ma'am, that was all I needed thank you.
[AGENT][POSITIVE] You're welcome have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.