AccountId: 011433970860
ContactId: ccccb7bc-c955-402d-b846-5d1e2918be95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323459 ms
Total Talk Time (AGENT): 74492 ms
Total Talk Time (CUSTOMER): 69930 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/ccccb7bc-c955-402d-b846-5d1e2918be95_20250313T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes my name is [PII].
[CUSTOMER][NEUTRAL] I'm calling from a dental provider's office.
[CUSTOMER][NEUTRAL] And I need to confirm an appointment for I need to um verify the benefits are still active for a patient.
[AGENT][POSITIVE] Hey Miss [PII].
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient, Ms. [PII]. Can you please give me your name and the dental office that you're calling from?
[CUSTOMER][NEUTRAL] On the whole we got done.
[CUSTOMER][NEUTRAL] Um, it's Saluta Dental Group.
[AGENT][NEUTRAL] And the phone number?
[CUSTOMER][NEUTRAL] Saluta Dental Group.
[AGENT][NEUTRAL] OK thank you and then what is the callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Thank you ma'am and then can you give me the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Pedroribea.
[CUSTOMER][NEUTRAL] 6791.
[CUSTOMER][NEUTRAL] And 02443884?
[AGENT][NEUTRAL] OK, let me look up his policy real quick.
[CUSTOMER][NEUTRAL] Alright, let me get um.
[CUSTOMER][NEUTRAL] We'll get them short, we'll get them short.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. Uh, the effective date of his policy is [PII].
[CUSTOMER][NEUTRAL] OK, and he still just has the 500?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, um, can I get a fax back of benefits or can I just give you a couple codes?
[AGENT][NEUTRAL] Uh, you can get a fax back. Can I get your fax number and I'll send that right over to you.
[CUSTOMER][NEUTRAL] OK, and it'll have these codes on there, right?
[AGENT][NEUTRAL] Yes ma'am. If the code is not on the fax back then it's not a covered procedure.
[CUSTOMER][NEUTRAL] It's not a cover, OK, my number is 864.
[CUSTOMER][NEUTRAL] 445-8168.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Miss [PII], while I get that ready for you, and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] What the world
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Miss [PII]. I've got that fax back on its way to you now.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK, thank you, thanks for calling ATL.
[CUSTOMER][NEUTRAL] Alright bye bye.