AccountId: 011433970860
ContactId: d8c0eafc-6760-4aa5-b6f1-7572ee0546bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147419 ms
Total Talk Time (AGENT): 67112 ms
Total Talk Time (CUSTOMER): 53569 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/d8c0eafc-6760-4aa5-b6f1-7572ee0546bb_20250114T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Main Street Dental Care. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Good, I'm sorry to bother you. I was just wondering if you could send me um a fax of my patients benefits. I got one last year. It's just a new year.
[AGENT][POSITIVE] I'm sure [PII] I can assist send you a list of benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, [PII] no extension direct line.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, 604-537.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, the wife's name is [PII]. I'm calling on behalf of Mr. [PII]. His birthdays.
[CUSTOMER][NEUTRAL] Today [PII].
[AGENT][POSITIVE] Oh wow, it sure is. OK.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] And just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And for the breakdown of benefits, what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, you did say he's still active, right?
[AGENT][NEUTRAL] Yes, ma'am. He's active.
[CUSTOMER][NEUTRAL] Well, that is all. May I just have your name and a reference number?
[AGENT][NEUTRAL] Yes, but the reference number. You can use my name and today's date. My name is [PII], um it's spelled [PII] Last initial is [PII], and today's date is the reference number.
[CUSTOMER][POSITIVE] Well thank you I really appreciate you being so nice and doing it so quickly.
[AGENT][POSITIVE] Oh, no problem, [PII]. Yeah, thank you for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Mm, thank you.