AccountId: 011433970860
ContactId: 81d9b5a7-fdbb-46a9-b771-ee63512dae40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97419 ms
Total Talk Time (AGENT): 42138 ms
Total Talk Time (CUSTOMER): 46688 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/81d9b5a7-fdbb-46a9-b771-ee63512dae40_20250318T20:43_UTC.wav
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[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I was calling to see if I could get a fax of eligibility for a patient.
[AGENT][POSITIVE] Yes, I can certainly help with the fax back and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] 02279771
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][POSITIVE] Appreciate that. Thank you. So I can certainly send you a fax back of this um.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Uh, dental, um, policy. Now, is there, uh, let's see, do you mind giving me your fax number please so that I can send that to you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it is 803.
[CUSTOMER][NEUTRAL] 865-501-5
[AGENT][NEUTRAL] 15. OK, thank you. I'll have this for you in just a moment. Now, is there anything else that I can tell you about the policy before I send off this fax?
[CUSTOMER][NEUTRAL] Uh, let me see what he's coming in for.
[CUSTOMER][NEUTRAL] It'll have on there like with the extraction coverages and filling coverage.
[AGENT][POSITIVE] Yes, yes, it does.
[CUSTOMER][NEUTRAL] OK, that's all I need. OK, no that's all I needed then.
[AGENT][POSITIVE] OK, well I'll have this sent to you in just a moment. Thank you very much for contacting ATL. You have a very good day.