AccountId: 011433970860
ContactId: e4a46ae4-36fd-4989-9829-65a61c793155
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138899 ms
Total Talk Time (AGENT): 41510 ms
Total Talk Time (CUSTOMER): 57026 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/e4a46ae4-36fd-4989-9829-65a61c793155_20250401T15:54_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah just.
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to see if one of our new patients has dental coverage with his plan.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]
[CUSTOMER][NEUTRAL] And then the callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Um, so it says employee ID on the card. It says D as in David 47690601.
[AGENT][NEUTRAL] OK, that's not one of our um policy numbers. Do you see a number that begins with a 01 or 02? Or if not, I could look her up by the social or name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, um, it's not. I called earlier and the representative couldn't find them with the name or social either, but you can try, um, it's the social is [PII].
[AGENT][NEUTRAL] OK, please repeat the social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. No one's coming up under the social. I'll try name and date of birth. Um, what's the last name?
[CUSTOMER][NEUTRAL] [PII], first name [PII].
[AGENT][NEUTRAL] Yeah, he's not coming up under that name either. Sorry.
[CUSTOMER][POSITIVE] It's OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That's no that's it.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling ATL. Have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you.