AccountId: 011433970860
ContactId: fe17c267-4502-41a2-8f19-20b4f20a0887
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493720 ms
Total Talk Time (AGENT): 73861 ms
Total Talk Time (CUSTOMER): 58934 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/fe17c267-4502-41a2-8f19-20b4f20a0887_20250430T18:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I was calling to verify a patient's um dental policy.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and benefits, and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. It's not very sweaty.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. OK. And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII] yes ma'am, [PII] option 2.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, policy number that I have is 02617082.
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull this information. Excuse me.
[AGENT][NEUTRAL] All right. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you need this information given to you verbally faxed over to you.
[CUSTOMER][POSITIVE] Um, faxed is fine.
[CUSTOMER][NEUTRAL] Will it have like um frequencies.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Coverage per uh coverage percentages things like that deductible maximum.
[AGENT][NEUTRAL] Yes, it will have the cover spans, the frequencies, address where to submit the claims, all the costs that we do cover calendar your maximum deductibles, limitations.
[AGENT][POSITIVE] Just a really detailed facts.
[CUSTOMER][NEUTRAL] OK, that'll be fine.
[AGENT][NEUTRAL] Mhm. May I have the, OK. May I have the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, and to your attention is OK, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you right now?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] Thank 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][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, Ms. [PII], I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] All right. Well, thank you for calling ATL. You have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.