AccountId: 011433970860
ContactId: ba2229c3-3e35-4b86-a470-7efc59875262
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102290 ms
Total Talk Time (AGENT): 57897 ms
Total Talk Time (CUSTOMER): 38497 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ba2229c3-3e35-4b86-a470-7efc59875262_20250128T20:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], uh, my name is [PII], and I'm calling from Auburn Dental Center, and I requested a fax, but I haven't, I never received it.
[AGENT][POSITIVE] Oh my goodness that I'm so sorry. Uh, give me one moment please. Sorry about that. And what is your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I please have that policy number, please?
[CUSTOMER][NEUTRAL] 02550516
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] And it means uh [PII].
[AGENT][POSITIVE] OK, thank you so much for that information and again I apologize for that. And [PII], what is your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me just please repeat that. I have that as [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I'll get that faxed over to you, um, but in the meantime, if you have any questions regarding the policy, I can answer those for you if you need a verbal breakdown. I'd be more than happy to get that to you over the phone. I'm so sorry that you haven't received that fax. I'm so sorry.
[CUSTOMER][NEUTRAL] Um, well, um, I just, she was, uh, explained to me that it has the, uh, fees on there and then what's not covered, so I can just wait for the fax, but if it doesn't come, I'll just call back.
[AGENT][POSITIVE] OK, well, it will have the procedure codes that are covered, yes, ma'am, and the percentages as well covered. OK, yes ma'am, I get that faxed over to you. Thank you so much. I'm sorry about that again. You're welcome. Thank you. Yes, ma'am. Take care, bye.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK bye bye.