AccountId: 011433970860
ContactId: f026b0e8-78fa-48de-9448-8074f846cefa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404399 ms
Total Talk Time (AGENT): 57818 ms
Total Talk Time (CUSTOMER): 49308 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/f026b0e8-78fa-48de-9448-8074f846cefa_20250317T19:04_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm just calling to verify dental eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with dental eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the ID number, let me get that for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, it is 608-708.
[CUSTOMER][POSITIVE] I'll be right with you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh yes, uh, [PII].
[AGENT][NEUTRAL] OK, thank you. Right, we have an effective date of [PII]. It is active at the moment and this is a dental policy.
[CUSTOMER][NEUTRAL] OK, um, is there a fax back I could get for the benefits?
[AGENT][NEUTRAL] Sure, yes. What is the fax number?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you right now?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and that was 50436.
[AGENT][NEUTRAL] 613279.
[CUSTOMER][NEUTRAL] 3276, yes.
[AGENT][NEUTRAL] OK, one moment, let me go ahead and send this out to you.
[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.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. Yeah, I went ahead and send that over to you. Should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yes ma'am
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So