AccountId: 011433970860
ContactId: fd70def5-d101-4ce3-8809-cc2de8043e94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206279 ms
Total Talk Time (AGENT): 67726 ms
Total Talk Time (CUSTOMER): 61708 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/fd70def5-d101-4ce3-8809-cc2de8043e94_20250624T19:12_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII] calling from today's Center. I need to check on patient eligibility and benefits for dental services. Can you please check that, ma'am?
[AGENT][POSITIVE] Mm, sure, I can assist you with the eligibility and benefits, [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Doctor [PII]. Uh, are you asking provider name, ma'am?
[AGENT][NEUTRAL] No, the name of the facility. That's the name of the facility.
[CUSTOMER][NEUTRAL] OK. Today's dental.
[AGENT][NEUTRAL] Today's dental, OK.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number, Miss [PII].
[CUSTOMER][NEUTRAL] Uh, the.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The patient policy number is.
[CUSTOMER][NEUTRAL] 02558891.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bear with me just a minute.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. This policy is terminated. It was terminated [PII], and there's no other policies available for this member.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, ma'am. OK. Can you please provide me the reference number for the call?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Can you please spell your name, ma'am?
[AGENT][NEUTRAL] Sure, that's [PII], last [PII] [PII].
[CUSTOMER][NEUTRAL] Sorry, sir. uh [PII] then, ma'am?
[AGENT][NEUTRAL] Last initial [PII].
[CUSTOMER][NEUTRAL] Oh sorry, uh, after that, uh, yeah, can you please, uh, uh, again tell me, ma'am?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, ma'am. OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.