AccountId: 011433970860
ContactId: 02890d8b-d9dd-458d-8b99-2abe001c92d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113150 ms
Total Talk Time (AGENT): 48791 ms
Total Talk Time (CUSTOMER): 64405 ms
Interruptions: 2
Overall Sentiment: AGENT=2.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/02890d8b-d9dd-458d-8b99-2abe001c92d5_20250609T13:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is, um, [PII] from Midwest Dental [PII]. Um, I don't know if this is where I was just calling to see if a patient is still eligible for benefits.
[AGENT][NEUTRAL] Oh, sure, I can assist you with the eligibility, Ms. [PII]. And you said the name of the facility is Mout or Miss Midwest Dental?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um, I am from Midwest Dental, um, in [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. Alright, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, that is [PII].
[CUSTOMER][POSITIVE] You're right.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have like a member ID um 0 02486546.
[AGENT][NEUTRAL] I can try that.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, so the name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. All right. And you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is a dental policy.
[CUSTOMER][NEUTRAL] If you now.
[CUSTOMER][POSITIVE] Alrighty perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that is it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Yeah thank you you as well.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.