AccountId: 011433970860
ContactId: b570e1ad-14a4-423d-8c5d-eb02b992d5de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453380 ms
Total Talk Time (AGENT): 68840 ms
Total Talk Time (CUSTOMER): 60496 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/b570e1ad-14a4-423d-8c5d-eb02b992d5de_20250404T20:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was calling because I want to verify and see if um.
[CUSTOMER][NEUTRAL] A member's plan is still active.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Spring Leaf Dentistry.
[AGENT][NEUTRAL] Alright, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02465261.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you said you need eligibility today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. All right. We have an effective date of [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] And you said it was active at the moment?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK. And I just wanted to confirm that the waiting period is over for um.
[CUSTOMER][NEUTRAL] Major services.
[AGENT][NEUTRAL] Correct, yes, it became um over on [PII].
[CUSTOMER][NEUTRAL] OK, got it. And uh, would it be possible to get a breakdown fact of his benefits as well, please?
[AGENT][NEUTRAL] Sure. Yes, what is the fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Do you mind holding for me while I send this out to you while I got you on the line.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, thank you. One moment.
[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 you, Miss [PII]. Yeah, we're gonna go ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, no, that was all. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] You as well thanks.
[AGENT][POSITIVE] Thank you. OK.