AccountId: 011433970860
ContactId: bd6233c1-5825-477a-b868-032789c09815
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258880 ms
Total Talk Time (AGENT): 61702 ms
Total Talk Time (CUSTOMER): 45899 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/bd6233c1-5825-477a-b868-032789c09815_20250411T16:50_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I me [PII].
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yeah, I I I got services.
[CUSTOMER][NEUTRAL] Yeah, I was just collecting but I'm hi, good, um, afternoon. I'm calling from Total Smalls of Oxford calling to verify eligibility and benefits on a patient.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Thank you, Miss. Thank you. Yeah, I appreciate that. And you said you were calling from Smiles of Oxford?
[CUSTOMER][POSITIVE] Total smiles of Oxford.
[AGENT][NEUTRAL] Total. OK, thank you, Ms. [PII]. And then can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] The member ID is 02486464.
[AGENT][NEUTRAL] OK, let me pull up his policy real quick.
[AGENT][NEUTRAL] OK, I've got [PII] pulled up now. Um, he does have an active policy and the effective date of this policy is [PII].
[AGENT][NEUTRAL] And it is active and current. Can you please give me your fax number and I can send you a fax back with this benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] Yes, um, it's [PII].
[AGENT][NEUTRAL] OK, and you spell your name [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a brief hold while I get that fax ready for you and I'll be right back, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I have that fax.