AccountId: 011433970860
ContactId: e3220389-fe2b-4c89-bfb8-359765930b6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137080 ms
Total Talk Time (AGENT): 64454 ms
Total Talk Time (CUSTOMER): 48073 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e3220389-fe2b-4c89-bfb8-359765930b6a_20250611T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon, um, I was just calling to see about a patient eligibility for dental.
[AGENT][NEUTRAL] OK, I could check that eligibility for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] Uh my name is [PII], that's [PII]
[AGENT][NEUTRAL] OK, uh, probably, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, that's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, that's 248-732-250.
[AGENT][NEUTRAL] Alright, I think that is going to be a bit too long to be one of our policy numbers. um, is that the member's social by chance?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Oh, you know what? I'm sorry, I have the car right here, um, so it's gonna be, let me see, policy number 02619366.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's gonna be [PII], uh, [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the coverage procedures and benefit information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, please if you could.
[AGENT][NEUTRAL] Of course, what was that fax number for you?
[CUSTOMER][NEUTRAL] Yeah, that's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent now. I should get it within about 10 minutes or so. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, that's gonna be all for now thank you so much.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too. Bye bye.
[AGENT][POSITIVE] Thank you bye bye.