AccountId: 011433970860
ContactId: a257669a-b1b7-42cf-a80f-d8c69a0f544b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183720 ms
Total Talk Time (AGENT): 71678 ms
Total Talk Time (CUSTOMER): 49064 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/a257669a-b1b7-42cf-a80f-d8c69a0f544b_20250519T16:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Northco Dental. I was just trying to um verify insurance for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility or benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility from my location?
[CUSTOMER][NEUTRAL] Uh, Northut Dental.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss. [PII]?
[CUSTOMER][NEUTRAL] Yes, uh, 217-702-7.
[AGENT][NEUTRAL] I'm sorry, can you repeat that one more time?
[CUSTOMER][NEUTRAL] 717-702-7
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] His name is [PII]. Birthday is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Not pulling anything up with that number.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have a copy of the card?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said 71.
[CUSTOMER][NEUTRAL] Can you try pulling it up by his name?
[AGENT][NEUTRAL] Yeah, I can do that. And let me repeat the number back to you just to make sure. You said 717-7027, correct?
[CUSTOMER][NEUTRAL] 217.
[CUSTOMER][NEUTRAL] 7027.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Let me try that.
[AGENT][NEUTRAL] OK. All right. And what is his date of birth for Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Ms. [PII], he doesn't have an active policy with us. The last policy I found for Mr. [PII] was terminated back in [PII].
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.