AccountId: 011433970860
ContactId: b21eef77-d386-4520-b2b7-215b43bd4aca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140020 ms
Total Talk Time (AGENT): 47261 ms
Total Talk Time (CUSTOMER): 47755 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/b21eef77-d386-4520-b2b7-215b43bd4aca_20250520T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII], um, with CyperSmile's Family Dentistry. I was calling to see if a patient was active, um, and also if the fee schedule had any changes from last year.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Uh, what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Um, it is 603-736.
[AGENT][NEUTRAL] Alright, let me look that up for you.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] A. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] I'm showing this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, and what's your name just so I can put it down.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It's [PII] and then the last initial is [PII].
[CUSTOMER][NEUTRAL] OK, um, and then are you able to send like a fax of the fee schedule?
[CUSTOMER][NEUTRAL] I mean, do you know if it's the same? Well, I think the last one we got was [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It should be the same, but I can go ahead and give you the fax back just in case.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And what's your fax number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right, expect that in um within the next hour.
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that is all.
[AGENT][POSITIVE] Alright, thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.