AccountId: 011433970860
ContactId: 87131787-4c9a-4d82-b858-57d98befbf96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104680 ms
Total Talk Time (AGENT): 49512 ms
Total Talk Time (CUSTOMER): 44028 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/87131787-4c9a-4d82-b858-57d98befbf96_20250121T21:40_UTC.wav
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[AGENT][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Woodsboro Dental in [PII] and hoping to get a patient's breakdown for their dental insurance, please.
[AGENT][NEUTRAL] I'm sure [PII] I can fax that breakdown over to you. Um, first, um, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the member's policy number, please.
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Um, 02482403.
[AGENT][NEUTRAL] Can you please verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, his name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active, and for the breakdown, what's your fax number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, you should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nope, that's it thank you so much I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][POSITIVE] Thank