AccountId: 011433970860
ContactId: 0735d5d0-b3d2-48ab-9b0c-c96f41372c0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111160 ms
Total Talk Time (AGENT): 46368 ms
Total Talk Time (CUSTOMER): 27503 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0735d5d0-b3d2-48ab-9b0c-c96f41372c0b_20250210T16:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to know if a patient is active or not.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII] and a callback number please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have a social security number. Is that all right?
[AGENT][NEUTRAL] Let me get to that screen. I can use that. Let's see what's that uh the social number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Is this for medical or dental?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm getting there, bear with me just a second.
[CUSTOMER][POSITIVE] You're good.
[AGENT][NEUTRAL] Actually, his dental policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it's been a pleasure to assist you with that eligibility for dental coverage for [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That is it, thank you.
[AGENT][POSITIVE] [PII], thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.