AccountId: 011433970860
ContactId: a86378fe-fb2f-42f8-849d-13fe5547cd0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120669 ms
Total Talk Time (AGENT): 52200 ms
Total Talk Time (CUSTOMER): 55097 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/a86378fe-fb2f-42f8-849d-13fe5547cd0b_20250501T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from a dental office. I'm calling to see if the patient's policy is active for this month.
[AGENT][NEUTRAL] Sure, yeah, I can check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's spelled [PII]
[AGENT][POSITIVE] Got you, thank you. And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It is 02516818.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Number is [PII]. Date of birth is, let me check.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got you, thank you for verifying that. OK, so this number is active under this policy. That effective date was [PII]. And if you'd like, I can send you a fax back that has all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Sure, what was that fax number for you?
[CUSTOMER][NEUTRAL] The fact that
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Alrighty, I will get that sent now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.