AccountId: 011433970860
ContactId: c688ddaf-e27f-495a-a731-8adcdf73721c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446899 ms
Total Talk Time (AGENT): 101037 ms
Total Talk Time (CUSTOMER): 114382 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/c688ddaf-e27f-495a-a731-8adcdf73721c_20250515T15:42_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] 4
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is Sa[PII]How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, this is Ol[PII]and I'm calling on behalf of the dental office to check on patient eligibility. Can you please help me with that?
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Ms. Ol[PII]May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm. The callback number is 80[PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] Mhm. You're welcome. And the patient's policy number is 02451896.
[AGENT][NEUTRAL] OK. What's the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] OK. The name of the facility is Cost Dental PLLC.
[AGENT][NEUTRAL] That was COX dental?
[CUSTOMER][NEUTRAL] No, it's COST, S as in Sarah.
[AGENT][NEUTRAL] Coast, OK.
[CUSTOMER][NEUTRAL] Can you please
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm OK, thank you. And uh let's see. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] P.
[CUSTOMER][NEUTRAL] Mhm. The name of the patient is Tr[PII]and the date of birth is De[PII].
[AGENT][NEUTRAL] Mm thank you, Ms. Ol[PII]nd you said you need eligibility.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We have an effective date of Fe[PII]Um, this one is active on Ju[PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So it's not active just yet on Ms. Tr[PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So the patient is inactive, right?
[AGENT][NEUTRAL] Yes. Um, let me check on that just to make sure, but yeah, it looks like the effective date for Tr[PII]s gonna be Ju[PII]Bear with me just a second. Let me check the notes on the policy.
[CUSTOMER][POSITIVE] Mhm. Sure, you can take your time, no worries.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, Vi[PII].
[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] I have but like oh it didn't go.
[AGENT][POSITIVE] Thanks for holding, Miss Ol[PII].
[CUSTOMER][NEUTRAL] Yes, uh, I'm still here.
[AGENT][NEUTRAL] Hello. Yeah, OK, so I checked with customer service just to make sure and yes, this number is going to be effective Ju[PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Just a moment. Ju[PII]right? OK. Uh, so the patient is active, right? OK. Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] And the the Miss Tr[PII]s not active just yet. She's gonna be effective or active on Ju[PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, thank you so much for that information. So, OK, OK, once again, so sorry, but I just want to confirm the patient will be active on 1 [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Correct. Ju[PII]Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, if you don't mind, can you please help me with the spelling of your name and the reference number for this call?
[AGENT][NEUTRAL] My name is So[PII].
[AGENT][NEUTRAL] And we don't have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much for your time and for your patience and thank you so much for the information. You're quite helpful. So have a great day ahead and take care. So bye-bye.
[AGENT][POSITIVE] You as well, Miss Ol[PII]nd thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, I tried it.