AccountId: 011433970860
ContactId: d06e5148-0d98-4014-ba1d-c73fba556c40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100459 ms
Total Talk Time (AGENT): 47407 ms
Total Talk Time (CUSTOMER): 48102 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/d06e5148-0d98-4014-ba1d-c73fba556c40_20250225T16:53_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling ATL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi this is uh [PII] with Beno of Quincy.
[AGENT][NEUTRAL] OK, and how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Hi, I was just trying to get eligibility on a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The policy number is 02538066.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, yes, our phone number is [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] The name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, and this is for dental, correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, I show his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] OK, is there any way that you guys can fax or email us uh eligibility?
[AGENT][NEUTRAL] Sure, I can send you a fax back. What is the uh fax number?
[CUSTOMER][NEUTRAL] OK, our, our phone number is [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I will fax this over to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.