AccountId: 011433970860
ContactId: cc32a416-f125-4893-8c2d-5a79d16cff94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99860 ms
Total Talk Time (AGENT): 43685 ms
Total Talk Time (CUSTOMER): 60063 ms
Interruptions: 4
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/cc32a416-f125-4893-8c2d-5a79d16cff94_20250115T22:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Familia Dental indicator calling to check eligibility and benefits for a patient.
[AGENT][POSITIVE] All right. I'm happy to check benefits and eligibility today, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, um, I don't have that. I have the patient's social.
[AGENT][NEUTRAL] OK, I can search by that. What's that?
[CUSTOMER][NEUTRAL] [PII] is your appointment supposed to be.
[AGENT][NEUTRAL] Alright. Let me take a look here. Give me 1 2nd.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Was that your first time that was gonna be seen?
[CUSTOMER][NEUTRAL] OK, oh, here you go.
[AGENT][NEUTRAL] What's the patient's first and last name?
[CUSTOMER][NEUTRAL] Your number 3091283.
[AGENT][NEUTRAL] Thank you. And date of birth?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Thank you so much. So patient does have an active plan. The effective date is [PII]. Do you need the policy number?
[CUSTOMER][NEUTRAL] Alright, so for my main location right now I look and see.
[CUSTOMER][NEUTRAL] in our new office next door I do not. Do you guys not send um like a fax of like the breakdown of benefits.
[AGENT][POSITIVE] Yeah absolutely if you wanna give me a fax number, [PII], I'm happy to send that to you.
[CUSTOMER][NEUTRAL] Yeah, please. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, that is on its way should be there in about 5 minutes.
[CUSTOMER][POSITIVE] Right, yeah, right next door Crossing Healthcare. Thank you so much. I have an opening [PII]. Have a good day. Bye bye.
[AGENT][POSITIVE] You're welcome. Have a good one.