AccountId: 011433970860
ContactId: aa67324a-73eb-41b3-b6e3-92a51b398f40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397260 ms
Total Talk Time (AGENT): 45662 ms
Total Talk Time (CUSTOMER): 39382 ms
Interruptions: 1
Overall Sentiment: AGENT=3.4, CUSTOMER=-2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/aa67324a-73eb-41b3-b6e3-92a51b398f40_20250114T22:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Sale Dental, and I need to verify benefits on a patient.
[AGENT][POSITIVE] Sure, I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 616-066
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and do you need the benefit information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Could you please fax it to me?
[AGENT][NEUTRAL] Sure, what is the fax number?
[CUSTOMER][NEUTRAL] 501.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 12. OK, and do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[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 me, Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's it. OK, thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling ATL. You're welcome. Have a good evening.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank