AccountId: 011433970860
ContactId: a08ad3e3-1228-4297-a69a-862a01872a9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293950 ms
Total Talk Time (AGENT): 86446 ms
Total Talk Time (CUSTOMER): 46338 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/a08ad3e3-1228-4297-a69a-862a01872a9c_20250131T15:50_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 just needed to get a breakdown of benefits for a patient of ours.
[AGENT][NEUTRAL] OK, I can send you a fax back, Ms. [PII]. Uh, can I please get the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 19th Avenue Dental Care.
[AGENT][NEUTRAL] OK, and then what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, ma'am. And the patient's name, please?
[CUSTOMER][NEUTRAL] It's gonna be for [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you. And the policy number, please?
[CUSTOMER][NEUTRAL] I have 256-755-6.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that she does have an active policy. Her effective date is [PII], and if you give me your fax number, I'll get that faxed back to you while we're on the phone together.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] 236
[CUSTOMER][NEUTRAL] 0225
[AGENT][POSITIVE] Thank you. And do I spell your name [PII]?
[CUSTOMER][POSITIVE] Correct. Yup.
[AGENT][POSITIVE] Oh good OK alright I'm gonna put you on a brief hold and get that faxed together for you I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] SB
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] Oh, I don't wanna do it on this one.
[AGENT][NEUTRAL] Go back.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII]. I've got that fax back on its way to you now.
[CUSTOMER][NEUTRAL] OK perfect and [PII], will that include the max remaining for the plan on it?
[AGENT][NEUTRAL] I can look and see uh what she has remaining for the year for you. It won't have the max remaining on the fax back. Let me, let me look for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She still has her deductible left to pay this year for $50 and she still has her maximum of $500.
[CUSTOMER][POSITIVE] Perfect thank you so much and then [PII] could I grab a reference number from you?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] Oh, easy enough. Thank you so much for your help.
[AGENT][POSITIVE] You too you have a great weekend and thanks for calling APL [PII]. You take care.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.