AccountId: 011433970860
ContactId: e91320ae-b7db-49af-96a0-c63819a2b73d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463179 ms
Total Talk Time (AGENT): 65468 ms
Total Talk Time (CUSTOMER): 52329 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/e91320ae-b7db-49af-96a0-c63819a2b73d_20250227T16:33_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How about you, [PII]?
[CUSTOMER][POSITIVE] Doing good thank you for asking um I'm calling from a dental office and I'm calling to verify uh benefits for a patient of ours.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, I can assist you with benefits. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm area code [PII].
[AGENT][NEUTRAL] OK, thank you. What's the name of the facility of the office?
[CUSTOMER][NEUTRAL] Atlantic Dental Group.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, it is 02584585.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. All right. And you need the benefit information given to you verbally or faxed over to you?
[CUSTOMER][POSITIVE] Uh, a fax would be great, thank you.
[AGENT][NEUTRAL] You're welcome. What is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and is it OK to put on your attention?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you say your name is [PII], correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, um, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. OK, I went ahead and send that over to you. Should be there in a few minutes. If you don't get it within 15 minutes, just give us a call back and we can resend it, but it should be there by then.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. You're welcome.