AccountId: 011433970860
ContactId: d252d629-a3a8-49e8-b612-d6f9a4beee32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308630 ms
Total Talk Time (AGENT): 70529 ms
Total Talk Time (CUSTOMER): 70986 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/d252d629-a3a8-49e8-b612-d6f9a4beee32_20250327T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling on behalf of a patient to get verification of benefits.
[AGENT][NEUTRAL] OK, I can help with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the uh callback number is [PII]. That is a direct line.
[AGENT][NEUTRAL] Thank you, Miss [PII], and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Greensboro Ivory Dental.
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] [PII] and last name is [PII]
[AGENT][NEUTRAL] Thank you. What's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] I don't have that um but I do have the social.
[AGENT][POSITIVE] Yes, that'll that'll work.
[CUSTOMER][NEUTRAL] OK, uh [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you and
[CUSTOMER][NEUTRAL] Let me place you on a brief hold real quick while I get you looked up, OK?
[AGENT][NEUTRAL] OK, I believe I, I have her pulled up now um let me give you her policy number so you have that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 26.
[AGENT][NEUTRAL] 03717.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she does have an active policy. The effective date of the policy is [PII], and if you can give me your fax number, I'll send you a fax back with the benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, yes, the fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready for you and I will be right back.
[CUSTOMER][POSITIVE] You can actually get this one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] But give me
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, that'll be all, thank you.
[AGENT][POSITIVE] You're welcome. You have a good day and thank you for calling APL, Miss [PII].
[CUSTOMER][POSITIVE] Thank you have a good day bye bye.
[AGENT][NEUTRAL] Bye bye.