AccountId: 011433970860
ContactId: d5f601de-4379-4567-847a-d678866b7bc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102959 ms
Total Talk Time (AGENT): 39209 ms
Total Talk Time (CUSTOMER): 43200 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/d5f601de-4379-4567-847a-d678866b7bc0_20250113T19:09_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Neighborhood Health Dental. Um, I was inquiring. I had a patient come in and they claimed they have insurance with you guys, um, but they don't have a policy number with them, and I was inquiring to see if, uh, if they had insurance or not.
[AGENT][NEUTRAL] Well, we can certainly look it up. What is that, um, the, uh, insured's social security number? Do you have that?
[CUSTOMER][NEUTRAL] Um, no, but I can go and get that real quick. I have his name, date of birth, and all that, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, no, no, that's fine.
[AGENT][NEUTRAL] Let's, let's try that. How do you spell his last name, please?
[CUSTOMER][NEUTRAL] Your last name is [PII]
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] [PII] You yep.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII] OK, let me see if I can.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that is not coming up in our system, um, so let's try the social security number.
[CUSTOMER][NEUTRAL] Um, let me, I can call you back. I gotta go get it from him. He, I don't have his social with me.
[AGENT][NEUTRAL] OK. Um, yeah, I'm sorry. It's, it's just not coming up by his name, um, but yes, if we could get that, then we, we can uh be sure whether we've got him or not.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thanks for contacting API have a good day.
[CUSTOMER][NEUTRAL] Uh