AccountId: 011433970860
ContactId: 02e7c476-2046-4b96-b24a-67d79e6f2871
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91970 ms
Total Talk Time (AGENT): 39059 ms
Total Talk Time (CUSTOMER): 45397 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/02e7c476-2046-4b96-b24a-67d79e6f2871_20250324T15:15_UTC.wav
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[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 9.5 hours on Friday.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I need to verify eligibility for patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you please um give me your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Phone number is [PII], and that's Frost Dental Care.
[AGENT][NEUTRAL] OK. Ms. [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Her date of birth is uh [PII], and I think the policy ID might be our subscriber ID.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, I have 0025.
[CUSTOMER][NEUTRAL] 06661.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy, and the effective date of her policy is [PII].
[CUSTOMER][POSITIVE] Good
[CUSTOMER][POSITIVE] It is right
[CUSTOMER][NEUTRAL] OK perfect so she is still active as of today?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect that is all I appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful rest of your week and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.