AccountId: 011433970860
ContactId: 98bed5b5-3eed-4003-a8cf-2b92bb68c715
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169820 ms
Total Talk Time (AGENT): 62314 ms
Total Talk Time (CUSTOMER): 46682 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/98bed5b5-3eed-4003-a8cf-2b92bb68c715_20250522T21:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling from a provider's office. I was calling to verify dental benefits.
[AGENT][POSITIVE] Dental benefits, I can help you with that. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. The number is [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 00606569
[AGENT][NEUTRAL] Alright, let me look that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] I'm showing that this policy is active with an effective date of January or I'm sorry, [PII]. Would you like a fax back?
[CUSTOMER][NEUTRAL] Um, I think we tried the fax back and it looks like it attempted 3 times but there was an error, so is there any way you can email it or do it some other way?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] What's the email?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] Tesh, that's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oopsies. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um,
[AGENT][POSITIVE] Give it about 5 to 10 minutes and I'll send that fax back over. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that was all thank you.
[AGENT][NEUTRAL] OK. Uh, expected in 5 to 10 minutes, you might need to check the spam.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.