AccountId: 011433970860
ContactId: c9382b07-b47b-45a1-83a3-b30b6a7d434d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312140 ms
Total Talk Time (AGENT): 74237 ms
Total Talk Time (CUSTOMER): 83385 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/c9382b07-b47b-45a1-83a3-b30b6a7d434d_20250505T19:37_UTC.wav
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[CUSTOMER][NEUTRAL] And do it at the same time. I was like
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How
[CUSTOMER][NEUTRAL] HO
[AGENT][POSITIVE] Yeah, can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to see if I could get a benefit summary faxed to me for a patient.
[AGENT][NEUTRAL] Yes, I can um fax you benefits on a patient. May I please get your name and your callback number just in case the calls dropped?
[CUSTOMER][NEUTRAL] May I please get your name and your call back number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][POSITIVE] Thank you. And then what's, my name is [PII]
[CUSTOMER][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And can I please get the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's West Side Dental Center. The doctor is Doctor [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] Her name is [PII], um date of birth is [PII]. And what was the next question you asked me?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] And I have an ID number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I hope this is right, 604-660.
[AGENT][NEUTRAL] Let me look that up real quick.
[CUSTOMER][NEUTRAL] I can look on an old.
[CUSTOMER][NEUTRAL] The policy number.
[AGENT][NEUTRAL] I have her pulled up now, Miss [PII].
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK, um, and Ms. [PII]'s, uh, policy is active for effective date.
[AGENT][NEUTRAL] Is 71 of 2005.
[AGENT][NEUTRAL] And if you give me your fax number, I'll send you a fax back with the benefit breakdown and fee schedule.
[CUSTOMER][POSITIVE] OK, that would be great, thank you so much. It's 501-590.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] 6690
[AGENT][NEUTRAL] OK, Miss [PII], I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] OK awesome thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It's like dental A.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you for holding for from Miss [PII], I have that fax on its way to you now, ma'am.
[CUSTOMER][NEUTRAL] Yeah, it's kind of like
[CUSTOMER][POSITIVE] Yeah sure thank you.
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][POSITIVE] You're very welcome is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope, you've been so helpful thank you so much.
[AGENT][POSITIVE] You're welcome you have a beautiful week and thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you OK bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[AGENT][POSITIVE] You're welcome