AccountId: 011433970860
ContactId: bd414440-8421-416b-84ab-bc2fa1492247
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107860 ms
Total Talk Time (AGENT): 53812 ms
Total Talk Time (CUSTOMER): 41079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/bd414440-8421-416b-84ab-bc2fa1492247_20250417T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, good afternoon. I'm calling from a provider's office and I needed to check eligibility for one of our patients.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility. Do you have that patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it's um 02564964.
[AGENT][POSITIVE] Thank you. And then if I could get your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and the best call back number will be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Uh, what is the patient's name and date of birth?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Name is [PII] [PII].
[AGENT][NEUTRAL] All right. And are we looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] Dental please.
[AGENT][NEUTRAL] OK, so this is an active policy. It looks like effective date on here is [PII].
[AGENT][NEUTRAL] If you need us to, we can also send a fax back with a breakdown of benefits.
[CUSTOMER][POSITIVE] That will be great.
[AGENT][POSITIVE] Yeah, absolutely. All right. What is a good fax number, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just to confirm, I have [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, give me about 5 minutes and that should be over there. Is there anything else I can check on for you?
[CUSTOMER][POSITIVE] No, that will be it thank you so much for your help.
[AGENT][POSITIVE] You're welcome have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.