AccountId: 011433970860
ContactId: f3007db3-011b-4d58-b749-6f39dc234798
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124389 ms
Total Talk Time (AGENT): 51338 ms
Total Talk Time (CUSTOMER): 52060 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/f3007db3-011b-4d58-b749-6f39dc234798_20250422T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a dental office here in [PII]. I just need to see if the patient is active dental coverage with American Public Life.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. Um, Ms [PII], can I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's Louisiana Dental Center or Ascension Associates?
[AGENT][POSITIVE] OK, thank you so much. And may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] ID number is 616182.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active dental policy with us. His effective date is [PII].
[CUSTOMER][NEUTRAL] Alrighty, and it is through his wife [PII], correct?
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, OK, and uh I know it's code specific. I did receive a fax last year when he was here. Did y'all change anything with the fees or the fee schedule or should I just get another fax from y'all for the fee, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's the same, not, nothing has changed on this policy.
[CUSTOMER][NEUTRAL] Change.
[CUSTOMER][POSITIVE] OK, sounds good sounds good OK I appreciate that thank you.
[AGENT][NEUTRAL] OK. All right. OK.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else that I can help you with before we go?
[CUSTOMER][POSITIVE] No ma'am thank you.
[AGENT][POSITIVE] You're welcome you have a good rest of your week and thanks for calling APL.
[CUSTOMER][POSITIVE] You too yes ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.