AccountId: 011433970860
ContactId: 89b8e49d-bb11-40ce-abf9-2df8cc0c8f96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285760 ms
Total Talk Time (AGENT): 65478 ms
Total Talk Time (CUSTOMER): 44661 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/89b8e49d-bb11-40ce-abf9-2df8cc0c8f96_20250307T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I was calling to verify eligibility and benefits.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility and benefits. Can I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am, our callback number will be [PII] with no extension calling from Louisiana Dental Center.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, yes ma'am, [PII], date of birth is [PII]. Member ID is 615,400.
[AGENT][NEUTRAL] OK, let me pull up her policy real quick.
[AGENT][NEUTRAL] OK, I do see that [PII] does have an active policy and her effective date is [PII].
[AGENT][NEUTRAL] And if you give me yourself, I'm sorry, your fax number, I will send you a fax back that has the benefit breakdown and fee schedule for for you.
[CUSTOMER][POSITIVE] All right. Sounds good. Fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII].
[AGENT][NEUTRAL] [PII]. OK, I'm gonna put you on a brief hold, Miss uh [PII] while I send that fax to you and I'll be right back.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much for that, Ms. [PII]
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] OK, you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] All right. Bye-bye, ma'am.