AccountId: 011433970860
ContactId: 002d2ac5-f341-444e-b108-69038ad6dcc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97349 ms
Total Talk Time (AGENT): 50479 ms
Total Talk Time (CUSTOMER): 38919 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/002d2ac5-f341-444e-b108-69038ad6dcc6_20250102T17:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, my name's [PII] and I'm calling from a dental office, and I was just calling to get eligibility for patients.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's going to be 02273451.
[AGENT][NEUTRAL] Patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] and then date of birth [PII].
[AGENT][NEUTRAL] What is [PII]'s last name?
[CUSTOMER][NEUTRAL] Um, I have [PII], her husband's last name is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] I don't know if she changed her last name, yes.
[AGENT][NEUTRAL] Yeah, that's what we have is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It would be my pleasure to assist you with the eligibility for [PII]. I am showing that our dental policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a UCR policy. Network participation is not required.
[CUSTOMER][NEUTRAL] OK, and that's all I need. I do have the breakdown. I just want to check the eligibility for this year, for this month.
[AGENT][NEUTRAL] All right, and of course she has no history for this year. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] No, that was, that was all I needed.
[AGENT][POSITIVE] [PII], thank you for calling APL. I hope you have a wonderful day and a very happy new year.
[CUSTOMER][POSITIVE] You too, thank you, same to you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.