AccountId: 011433970860
ContactId: 8f0df00e-4dc6-479a-b30b-8b775bf620dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311239 ms
Total Talk Time (AGENT): 86640 ms
Total Talk Time (CUSTOMER): 65627 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8f0df00e-4dc6-479a-b30b-8b775bf620dd_20250331T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to verify patients eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] Um, callback number is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Amont County Medical Services, it's gonna be a dental policy though that I'm calling about.
[AGENT][NEUTRAL] OK. All right. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the subscriber ID or the member's number is 604986.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII], I'm sorry, of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I don't put a non-pay job.
[CUSTOMER][NEUTRAL] Is her can you tell me like the deductible and the coverage amount?
[AGENT][NEUTRAL] I can, um, or if you want me to, I.
[CUSTOMER][NEUTRAL] I just wanna make sure it's still the same.
[AGENT][NEUTRAL] Oh, OK, so do you have the fax back already that has their benefit breakdown?
[AGENT][NEUTRAL] And the schedule?
[CUSTOMER][NEUTRAL] Um, I don't.
[AGENT][POSITIVE] If you can give, if you can give me your um fax number I can send that to you and it'll have everything that you need on it.
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9181.
[AGENT][NEUTRAL] 9181. OK, I'm gonna put you on a quick hold while I get that fax ready for you and I'll.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Did you hear me tell you that I was gonna put you on a quick hold while I got that fax ready for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, good. I wanted to make sure you didn't think I hung up on you. OK, it's gonna be a brief hold.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ms. [PII] for holding for me. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well you have a blessed week and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye, Miss [PII].