AccountId: 011433970860
ContactId: 08eab0ad-8c85-4445-840e-07fcfdfc4ed6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102739 ms
Total Talk Time (AGENT): 46517 ms
Total Talk Time (CUSTOMER): 43605 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/08eab0ad-8c85-4445-840e-07fcfdfc4ed6_20250318T17:05_UTC.wav
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[AGENT][POSITIVE] Afternoon and thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I was, I'm calling from a dental provider's office and I'm just calling to check on eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits and eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yep, it's [PII].
[AGENT][NEUTRAL] OK, thank you. What's the name of the facility?
[CUSTOMER][NEUTRAL] Dakota Pediatric Dentistry.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, policy number is.
[CUSTOMER][NEUTRAL] 02520567
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient I'm calling about is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. Um, let me see if I have a new policy. This one is terminated. Bear with me.
[AGENT][NEUTRAL] I don't have a new policy for this family. Um, this one terminated [PII].
[CUSTOMER][POSITIVE] [PII]. OK, sounds good. I will reach out to them and let them know thank you so much for looking into it.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APL. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that should be everything, appreciate it.
[AGENT][POSITIVE] Mm. You're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Yep all right bye.