AccountId: 011433970860
ContactId: a3ad613f-4329-4d94-b9ee-ddd75116a688
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 605570 ms
Total Talk Time (AGENT): 55982 ms
Total Talk Time (CUSTOMER): 78132 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/a3ad613f-4329-4d94-b9ee-ddd75116a688_20250616T15:34_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] Hello, good morning. Um, I'm just giving you a call just to see if I, any chance I could get a fax back of eligibility and benefits for one of our patients.
[AGENT][NEUTRAL] Uh, is it for a dental?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Yes, we can do a fax back for [PII]. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah. Yeah, of course. My name is [PII]. It's spelled [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And my callback number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, of course, um, I have a 156.
[CUSTOMER][NEUTRAL] 2790.
[AGENT][NEUTRAL] OK, thank you. What's the name of the facility you're calling from, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, it's gonna be Fort Bendeno.
[AGENT][NEUTRAL] OK, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, of course, um, first name is [PII], um, last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you. And may I have a fax number so I can go ahead and fax this breakdown.
[CUSTOMER][NEUTRAL] Yeah, of course, um, it's gonna be 281.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 605.
[CUSTOMER][NEUTRAL] 5956.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Yeah, no worries take your time.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII].
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Uh, no, that, that'll be all for today. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] OK. Thank you. Bye.